Manager, Deal Desk
Ceribell │ Point-of-Care EEG
Service Delivery Manager
SHI International Corp.
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $70,000 per year
Job Level
Junior
About the role
- Act as a liaison between customers, vendors, and internal teams to ensure efficient and effective communication, ticket resolution, project coordination, and timely SOW renewals.
- Coordinate and schedule calls/meetings between customers and other stakeholders to address complex service issues, including scope expectations, contingency planning, ticket resolution, and renewal discussions.
- Proactively monitor interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
- Document all communication, billing issues, and follow-ups in SHI’s ticketing and project management system.
- Track, analyze and report on vendor performance, project milestones, deliverable, and customer satisfaction.
- Review and approve field dispatch work order and payment to technicians upon task and project completion.
- Conduct regular project status calls with Customer.
- Identify and escalate recurring issues to the appropriate internal teams for process improvement.
- Work closely with the MSP Service Delivery team to develop strategies for improving vendor relations and customer service.
- Maintain an in-depth understanding of each vendor's capabilities, specialties, and limitations, with a strong focus on Microsoft.
- Facilitate the onboarding of new vendor support for Customers and maintain updated vendor escalation information in SHI systems.
- Provide administrative support as needed, including preparing reports and presentations for stakeholder reviews and preparing and monitoring SOW renewal paperwork.
- Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.
Requirements
- 1 or more years of validated successful professional experience in an IT project coordination or IT customer service role, preferably within a Managed Services Provider (MSP) or related technology services environment.
- Exceptional verbal and written communication skills with colleagues and external stakeholders.
- Proven organizational, problem-solving, and time-management skills.
- Proven track record of success using PSA software such as AutoTask and MS Office Suite.
- Demonstrated experience with IT project coordination, IT ticket management, and IT ticket resolution.
- A high-level understanding of Microsoft product lines, with the ability to correctly identify technologies involved in Customer tickets and issues.
- Proven ability to work independently and effectively in a fast-paced, multi-tasking environment.
- Proven analytical and escalation management abilities.
- Strong attention to detail and commitment to excellence.
- A proven team player who can demonstrate successful collaboration with various departments and external stakeholders.
- Proactive and self-motivated with a strong record of personal accountability.
- Ability to maintain confidentiality and exercise discretion.
Benefits
- Health, wellness, and financial benefits to offer peace of mind to you and your family.
- Continuous professional growth and leadership opportunities.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT project coordinationIT customer serviceticket managementticket resolutionanalytical skillsproblem-solvingtime-managementattention to detailMicrosoft product linesvendor performance analysis
Soft skills
verbal communicationwritten communicationorganizational skillscollaborationproactiveself-motivatedpersonal accountabilitydiscretioncustomer satisfaction focusescalation management
