Service Manager

The Service Manager is responsible for managing the activities and responsibilities of the service desk team, providing high-level technical assistance, and ensuring service and support is provided to customers at agreed levels.

Requirements

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
• Knowledge and experience in cross-functional management methods and techniques.
• Knowledge of industry applications, processes, software, and equipment.
• Strong organizational, presentation, and customer service skills.
• Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span.
• Skill in planning and preparing written communications.
• Skill in leading people and getting results with a strong customer orientation.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Ability to work in a team and communicate effectively.
• Service awareness of all organizations key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.