VC3

Service Manager

VC3

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

CloudFirewallsSwitching

About the role

  • Act as an escalation point for critical client issues, communicate and manage communication with customers as needed
  • Communicate with all parties in a constructive manner to guarantee customer expectations are met
  • Responsible for the scheduling, time and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followed
  • Review and manage service backlog to ensure services are being correctly scheduled, prioritized and moving through the system as desired
  • Proactive issue trending and data reporting for the improvement of key metrics
  • Manage team performance and tools to meet or exceed SLOs
  • Ensure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performance
  • Mentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidance
  • Perform employee reviews, manage headcount, hiring and overall HR management for your team. Build a culture of continuous improvement via feedback, coaching and staff development
  • Provide timely responses and guidance to client requests, either directly if needed or via your team
  • Advocate for the customer in day-to-day operations
  • Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post incident reviews
  • Liaise with internal and external resources to provide detailed analysis of the operations and opportunities for improvement to meet SLAs and internal efficiencies
  • **Additional Responsibilities:**
  • Collaborate across all VC3 departments to maximize overall customer satisfaction
  • Maintain accurate and up to date documentation through the change management processes
  • Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate customer communications, and overall presentability
  • Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale and holding all employees accountable. Set the example to follow for customer service
  • Maintain an in-depth knowledge of the products and services we offer
  • Build relationships with clients and team members and serve as a trusted point of contact
  • Providing timely responses and guidance to client requests
  • Maintain accurate and up to date process & departmental documentation
  • Attend training & team meetings as required
  • Assist with the development and evolution of the Team Lead role
  • Review CSAT responses; provide coaching, praise, and client follow up as required
  • Additional duties as required

Requirements

  • 3+ years relevant technical experience is required
  • 3+ years relevant management or leadership experience is required OR completion of VC3 leadership academy
  • Experience in supporting Infrastructure environments
  • At least 2 years relevant IT experience fully supporting customer environments
  • At least 2 years experience in managing and working with the following technologies:
  • - Windows Server
  • - Cloud environments including Microsoft 365
  • - Active Directory
  • - GPOs
  • - Routing and Switching
  • - Firewalls
  • - VPNs
  • - Virus and Security
  • - LAN/WAN Technologies
  • - Virtualization Technologies
  • Experience in IT service delivery and managing customer expectations
  • Demonstrable experience in incident, problem, and change management
  • Knowledge of ITIL standards is required
  • ITIL Foundations V3 or V4 certification highly desired
  • Excellent ability to present information to senior management in a manner that is clear and concise
  • Very strong interpersonal and communication skills with the ability to build effective working relationships, solicit co-operation and resolve conflicts with a variety of stakeholders both internally and externally
  • Experience in business analysis and a good understanding of financial concepts
  • Excellent client service skills, with the ability to create/cultivate trust relationships with clients and co-workers and remain calm in stressful circumstances
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Windows ServerMicrosoft 365Active DirectoryGPOsRouting and SwitchingFirewallsVPNsVirus and SecurityLAN/WAN TechnologiesVirtualization Technologies
Soft Skills
interpersonal skillscommunication skillsleadershipteam managementcoachingconflict resolutioncustomer servicepresentation skillsrelationship buildingproblem-solving
Certifications
ITIL Foundations V3ITIL Foundations V4