Assistant Service Manager

Assistant Service Manager

As an Assistant Service Manager, you will play a crucial role in supporting the IT Customer Service Director in overseeing the delivery of IT services to our clients. You will assist in managing day-to-day operations, ensuring high-quality service delivery, and fostering strong client relationships. Your responsibilities will include coordinating with technical teams, monitoring service performance, and helping to implement and improve service processes.

Service Delivery Management

• Assist in overseeing the delivery of IT services to clients, ensuring adherence to service level agreements (SLAs) and quality standards.
• Coordinate with the Service Engineering Teams to ensure timely resolution of client issues and service requests.
• Monitor and report on service performance metrics, identifying areas for improvement as directed by the IT Customer Service Director.

Client Relationship Management

• Act as a point of contact for client inquiries and issues when necessary, ensuring prompt and effective resolution.
• Support the IT Customer Service Director in managing client expectations and maintaining positive relationships.
• Assist in the preparation and delivery of client reports and service reviews.
• Participate in client quarterly meetings, review documentation prior to meetings to ensure relevant issues are discussed and create follow-up service orders for client approved follow-up work.

Operational Support

• Help manage the day-to-day operations of the service desk and technical support teams.
• Monitor help-desk telephone queue.
• Review dispatch board, open service orders as needed.
• Review unassigned tickets
• Review client back up files (Datto, Ninja)
• Gather active tickets, review scheduling, update tracking reporting.
• Ensure that all service desk activities are documented accurately and follow established procedures.
• Assist in the coordination of scheduled maintenance, upgrades, and deployments.
• Check-in new equipment for client deployment.
• Document the receipt of returned equipment and coordinate the destruction of same when required.
• When required, secure part numbers for needed equipment and provide to the sales team for the quoting process.

Process Improvement

• Contribute to the development and implementation of service management processes and best practices.
• Identify opportunities for process improvements and work with the IT Customer Service Director to implement changes.
• Assist in maintaining and updating documentation related to service management procedures.

Team Coordination

• Support the IT Customer Service Director in scheduling and assigning tasks to service desk and engineering teams.
• Coordinate with clients to schedule internal engineering support for on-site client visits.
• Schedule engineering resources support for longer-haul service tasks.
• Assist in the training and development of team members, ensuring they are equipped to perform their roles effectively.
• Foster a collaborative and positive working environment within the team.

Incident and Problem Management

• Help manage the lifecycle of incidents and problems, ensuring they are resolved efficiently and effectively.
• Assist in conducting root cause analysis for recurring issues and implementing preventative measures.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• Proven experience in an IT service management role, preferably within an MSP environment.
• Familiarity with IT service management frameworks (e.g., Information Technology Infrastructure Library).
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to build effective relationships with clients and team members.
• Experience with ticketing systems and service management tools.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Any relevant certifications (e.g., ITIL Foundation, CompTIA A+) are a plus.

Work Environment

• This is an in-office position, occasionally requiring travel to clients’ on-site locations.