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.