Job Description
IT Service Manager (on-site) Aqueity, a leading technology firm located in Downers Grove, IL, is looking for a skilled
IT Service Desk Manager to join our growing team! The IT Service Manager is responsible for directing the day-to-day operations of the service desk support team. The ideal candidate will lead and mentor our technical support team to provide excellent customer service and resolve all technical issues.
Responsibilities - Manages the help desk team, monitors and evaluates performance, and provides coaching and training as needed
- Maintains customer relationships ensuring customer satisfaction including timely and accurate customer service on a daily basis
- Provides onboarding, training and development for IT support technicians
- Manages team schedules ensuring proper coverage for optimal customer support
- Audits ticket documentation, completion, and other service-related metrics
- Ensures quality technical support and high level of client satisfaction
- Sets specific customer service standards and holds team accountable to those standards
- Contributes to improving customer support by actively responding to queries and handling complaints
- Establishes best practices through the entire technical support process
- Follows up with customers to identify areas of improvement
- Develops daily, weekly and monthly reports on help desk team's productivity
- Provides customer feedback to the appropriate internal teams, including project team
- Collaborates with other internal groups maintaining and improving communication, processes, and promoting cross-functional teamwork
- Documents and tracks all required information supporting accurate ticket reporting
- Resolves service requests and escalates service requests to other resources as neede
- Communicates with customers as required including updates on incident progress and notification of impending changes or agreed outages
- Displays ability to patiently walk user through steps needed to address an issue
- Creates documentation of support processes and client-specific requirements for recurring issues as comprehensive knowledge base reference for team
- Handles difficult situations calmly and with confidence
- Displays empathy for our technology users and their day-to-day challenges
- Maintains good organization and follows each user service issue through to completion
Requirements - B.S. degree in Computer Science, Information Technology or relevant field, or equivalent combination of education and experience
- 2+ years' experience in tech support or customer service role, or related discipline
- Proven work experience as a Help Desk Manager strongly preferred
- IT MSP or IT consulting services experience required
- Proven experience managing and maintaining client relationships and resolving escalated technical issues for clients
- Team management skills, with ability to maintain a positive and encouraging environment for all team members
- Proven ability and success in promoting positive and cohesive team atmosphere with cross-functional teams
- Problem solving attitude with ability to motivate the team to achieve specific goals
- Ability to multi-task and adapt to changes quickly while managing competing priorities
- Solid technical background with ability to give instructions to non-technical audience
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills
- Experience with ticketing systems, network monitoring and other tech support related tools preferred
- Technical diagnostic skills with ability to appropriately match resources to technical issues
- Advanced understanding of operating systems, business applications, printing and network systems
- Self-motivated with the ability to work and thrive in a fast-paced environment
Salary range: $80-110k Aqueity
Job Tags
Work experience placement,