Job Description

Job Description

Job Description

Position:

Service Department Manager

Company: Tech Guardian

Status: Salary, Full Time

Initial Compensation: $60,000 - $100,000

About US:

Tech Guardian is a Managed Service Provider (MSP) that has been in business for over 20 years. We are an award-winning IT company rated in the top 5% in USA, with expertise across all IT environments. Our office is located in Lake Elsinore, and we serve small and medium businesses throughout the Inland Empire. Our business is steadily growing, and we need people with a strong desire to grow with our company and be a team player. Tech Guardian values its employees and invests in their long-term growth. Every team member becomes a part of the Tech Guardian family, and we frequently have team activities to maintain strong working relationships. Our employees work for Tech Guardian because they enjoy the atmosphere, the comradery, and the challenge of solving new problems each day.

Objective:

Tech Guardian is seeking a Service Department Manager to manage service operations. The Service Manager’s position is to direct and manage the Service Department’s team in an effort to achieve the stated objectives of the company, to ensure customer satisfaction, and to maintain the profitability of the services being provided while growing the talent and effectiveness of the service department. Here’s a closer look at what they do:

· Ensure exceptional client satisfaction and quality is consistently delivered and maintained

· Drive the highest levels of performance from each team member through coaching, training, mentoring, and performance metrics

· Focus on improving efficiency and automation

· Supervise service personnel, conduct regular performance evaluations, and improve employee morale

· Participate in making hiring, discharge, and discipline decisions for the department

· Ensure all policies and procedures are consistently followed and updated as necessary

· Serve as an escalation point for procedure and technical support issues

· Manage all service delivery activities including both client-facing and company-facing tasks, documentation, and reporting

· Participate in ongoing leadership and strategy meetings

· Host weekly meetings with the department and check-ins with team members

· Regularly develop, analyze, and report department data, budget, and key performance indicators to management

· Ensure the team responds to after-hours calls and emergencies quickly and efficiently

· Respond and correct service delivery issues reported by clients, end-users, and the Client Account Managers

· Review all completed support requests for quality assurance

· Conduct and attend meetings with clients for consulting, alignment, project management, and quality assurance

Required Skills:

· Previous experience working for an MSP or IT Services company

· Knowledge and experience in cross-functional management methods and techniques

· Knowledge of IT applications, processes, software, and equipment

· Strong organizational, presentation, and client service skills

· Skill in strategic planning with the ability to think ahead and plan over a 3, 6, and 12 month time span

· Skill in planning and preparing written communications

· Skill in leading people and getting results with a strong client orientation

· Ability to multi-task and adapt to changes quickly

· Problem analysis, problem solving, and critical thinking skills

· Ability to work in a team and communicate effectively

· Understanding of support tools, techniques, and how technology is used to provide IT services

· Ability to work under pressure and manage stress

About You:

· College Degree

· 3 Years Management Experience (MSP Preferred)

· 2 Years of Technical Support Experience

· Proven Experience in Customer Service

About the Job:

· Work from our office in Lake Elsinore (not remote) and occasional travel (client offices/training/conferences)

· Report to Ops Manager

· Directly Manage 5-10 People

· 45+ hours/week

· Salary: $60,000 - $100,000 (based on experience) including travel and quarterly bonus

· Competitive benefits package available after 90 days

· Typical shift: 8am – 5pm M-F with some evenings and weekends

· Access to top tier training and peer groups

· Must be able to pass a drug test

· Principals only. Recruiters please don’t contact this job poster

· Please, no phone calls about this job!

· Occasionally lift and/or move up to 50 pounds

· Occasionally bend, lift, stand, and crawl under desks

· Learn and apply IT best-practices

Next Steps:

· Apply at:

· After your application and resume is reviewed you'll be emailed a link to take a series of tests to ensure you are qualified

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