GENERAL SUMMARY: 

Radcomp Technologies is a Managed Service Provider (MSP) that manages networks, phone systems & vendors for our local mid-sized to enterprise business clients. The Service Manager will have direct involvement in the development and management of our service department.  This includes providing leadership to the team’s technical staff, interfacing with engineering on customer impacting enhancements and fixes, recruiting/interview involvement and staff development, measurement and quality engineering of service processes in support of key service and business metrics, helping develop and enhance service metrics, development and implementation of technical services strategy and execution.  The successful candidate will also have the responsibility of leading efforts in designing and implementing quality technical services, best practices, and methodologies to ensure client satisfaction. A key part of success in this role will be identifying trends and patterns of repeat core issues and working with the Operations Manager and Developer to create custom monitoring services, self-healing actions and other methods to proactively handle these issues without the need of technician or engineering labor. 

 

Essential Duties and Responsibilities: 

The Service Manager position is the key contributor in the success of client satisfaction and efficiency of our technical teams.  This is achieved by hosting on-going meetings with the technical teams, refining processes to improve service delivery, monitoring & managing key business metrics, and managing the development of the service department’s skillsets through identifying and capitalizing on training opportunities, providing on the job training either directly or through scheduling lower experienced technical staff with more advanced team members. 

 

 Knowledge, Skills, and/or Abilities Required:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 

• Strong technical knowledge and skills. 

• Lead efforts to develop overall Technical Service strategies, objectives and metrics which focusing on improving efficiency and automation. 

• Drive the highest levels of performance from each team member through coaching, training, performance metrics, and as required, discipline. 

• Escalation point for technical support issues. 

• Ability to improve service delivery and participate in improving project offerings. 

• Improve process for management reporting of key technical support metrics and implement a targeted training development program for all technical services team members. 

• Ability to effectively work on multiple priorities and/or projects simultaneously.  

• Strong customer relationship skills. 

• Organized, detail oriented and self-motivated.  

• Strong administrative computer skills and the ability to effectively communicate through e-mail.  

• Ability to build positive and collaborative relationships. 

• Ability to set and maintain the culture and temperature of your department and leading by example  

• Willingness to develop technically, professionally and personally.  

• Strong leadership, coaching, and organizational skills. 

• Well-developed written and oral communications skills including group presentations, group facilitation, personal coaching and customer communications. 

• Ability to collaborate, establish and maintain credible and influential relationships at all levels. 

• The ability to routinely multitask from the tactical to the strategic activities in a fast-paced environment. 

• The ability to take constructive criticism and apply it for personal and professional development. 

• The ability to meet deadlines. 

 

Expected Outcomes: 

•  Ability to effectively work on multiple priorities and/or projects simultaneously.  

• Help develop strong customer relationships through service delivery and conflict resolution. 

• An organized, detail oriented and effective service team.  

• Development of the team’s strong technical skills and the ability to effectively communicate through e-mail.  

• A positive service team culture through positive and collaborative relationships.  

• Continued professional development.  

• Strong leadership, coaching, and organizational skills. 

• A service team that is able to collaborate, establish and maintain credible and influential relationships at all levels. 

• The ability to routinely multitask from the tactical to the strategic activities in a fast-paced environment. 

• The team will be graded on the profitability of the client agreements, repeat issues and on the number of incidents that are able to be resolved before affecting the clients. 

 

Educational/Vocational/Previous Experience Recommendations: 

• A minimum of 3 years of technical support and service management experience required. 

• Management of technologically complex, multi-disciplined and geographically dispersed teams 

 

Working Conditions: 

• Normal professional, office environment.  

• Mobile/remote work without direct supervision 

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The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.