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IT Service Manager

ANiMODUS Irvine, CA
  • Posted: 28 days ago
  • Other

General Description

The IT Service Manager is responsible for the performance all technical staff including support, repair and installation/project teams.

  • Evaluate and prioritize IT support response
  • Review assignment of Service Tickets, remote and onsite support and onboarding
  • Monitor Service Board to ensure service level compliance is within company policies
  • Coordinate and receive escalation requests of unresolved or emergency support issues
  • Work alongside clients to ensure client satisfaction and resolve complaints
  • Oversee projects and installations
  • Monitor service personnel schedules to ensure compliance with company policies
  • Review all Service Tickets and Time Entries with Service Coordinator that did not meet company guidelines
  • Coordinate with Purchasing Coordinator and Bench Technician to schedule equipment purchase and repair
  • Recruit, interview, hire, onboard, train and evaluate support staff
  • Conduct staff meetings and training
  • Responsible for financial performance of the department
  • Perform disciplinary or termination action of service personnel if needed
  • Review sales procedures with sales staff to ensure correct service presentation in sales efforts

WORK EXPERIENCE REQUIREMENTS / SKILLS / QUALIFICATIONS

  • 2 plus years in a managerial role
  • 6 credit hours of accounting coursework OR 3 years P & L responsibility
  • 4 plus years in a professional services environment
  • Ability to pass test demonstrating superior written and verbal communications skills
  • Ability to pass vocabulary test on current business hardware, software and mobile devices
  • Ability to multitask and make decisions in complex, dynamic work environment


ESSENTIAL DUTIES

Evaluating support and project status40%

Assisting support staff and coordinating support escalation30%

Customer Service20%

Internal meetings, communication and training10%

MEASUREMENTS OF ACCOUNTABILITY

  • 100% service requests properly processed and assigned
  • 95% compliance with company SLA procedures
  • 75% support delivered within company SLA guidelines
  • 95% customer satisfaction
  • 100% of staff evaluations performed on time unless extenuating circumstances
  • Meets 90% of GP % goal for support
  • Meets 90% of project GP % goal


SALARY RANGE:

$65,000 - $85,000 plus benefits and professional development opportunities

ANiMODUS

Why Work Here?

Fantastic environment with endless room for growth!

We Are ANiMODUS. STRATEGIC TECHNOLOGY DECISIONS FOR BUSINESS GROWTH The name ‘Animodus' comes from the joining of two latin words – "animo" meaning 'mind', and "modus", which means 'the way in which something is done', or its method. The Animodus Way is our “method of mind”, and it guides our process as we lead clients through strategic technology decisions for business growth. We view our clients as partners and we want to help each one cultivate their unique vision for their business.

Address

Irvine, CA
USA

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