Aqueity
IT Service Manager (on-site)
Aqueity, Downers Grove, Illinois, United States, 60516
IT Service Manager (on-site)Aqueity, a leading technology firm located in Downers Grove, IL, is looking for a skilled
IT Service Desk Manager
to join our growing team! The IT Service Manager is responsible for directing the day-to-day operations of the service desk support team. The ideal candidate will lead and mentor our technical support team to provide excellent customer service and resolve all technical issues.
Responsibilities
Manages the help desk team, monitors and evaluates performance, and provides coaching and training as neededMaintains customer relationships ensuring customer satisfaction including timely and accurate customer service on a daily basisProvides onboarding, training and development for IT support techniciansManages team schedules ensuring proper coverage for optimal customer supportAudits ticket documentation, completion, and other service-related metricsEnsures quality technical support and high level of client satisfactionSets specific customer service standards and holds team accountable to those standardsContributes to improving customer support by actively responding to queries and handling complaintsEstablishes best practices through the entire technical support processFollows up with customers to identify areas of improvementDevelops daily, weekly and monthly reports on help desk team's productivityProvides customer feedback to the appropriate internal teams, including project teamCollaborates with other internal groups maintaining and improving communication, processes, and promoting cross-functional teamworkDocuments and tracks all required information supporting accurate ticket reportingResolves service requests and escalates service requests to other resources as needeCommunicates with customers as required including updates on incident progress and notification of impending changes or agreed outagesDisplays ability to patiently walk user through steps needed to address an issueCreates documentation of support processes and client-specific requirements for recurring issues as comprehensive knowledge base reference for teamHandles difficult situations calmly and with confidenceDisplays empathy for our technology users and their day-to-day challengesMaintains good organization and follows each user service issue through to completion
Requirements
B.S. degree in Computer Science, Information Technology or relevant field, or equivalent combination of education and experience2+ years' experience in tech support or customer service role, or related disciplineProven work experience as a Help Desk Manager strongly preferredIT MSP or IT consulting services experience requiredProven experience managing and maintaining client relationships and resolving escalated technical issues for clientsTeam management skills, with ability to maintain a positive and encouraging environment for all team membersProven ability and success in promoting positive and cohesive team atmosphere with cross-functional teamsProblem solving attitude with ability to motivate the team to achieve specific goalsAbility to multi-task and adapt to changes quickly while managing competing prioritiesSolid technical background with ability to give instructions to non-technical audienceCustomer-service oriented with a problem-solving attitudeExcellent written and verbal communications skillsExperience with ticketing systems, network monitoring and other tech support related tools preferredTechnical diagnostic skills with ability to appropriately match resources to technical issuesAdvanced understanding of operating systems, business applications, printing and network systemsSelf-motivated with the ability to work and thrive in a fast-paced environment
Salary range: $80-110k
IT Service Desk Manager
to join our growing team! The IT Service Manager is responsible for directing the day-to-day operations of the service desk support team. The ideal candidate will lead and mentor our technical support team to provide excellent customer service and resolve all technical issues.
Responsibilities
Manages the help desk team, monitors and evaluates performance, and provides coaching and training as neededMaintains customer relationships ensuring customer satisfaction including timely and accurate customer service on a daily basisProvides onboarding, training and development for IT support techniciansManages team schedules ensuring proper coverage for optimal customer supportAudits ticket documentation, completion, and other service-related metricsEnsures quality technical support and high level of client satisfactionSets specific customer service standards and holds team accountable to those standardsContributes to improving customer support by actively responding to queries and handling complaintsEstablishes best practices through the entire technical support processFollows up with customers to identify areas of improvementDevelops daily, weekly and monthly reports on help desk team's productivityProvides customer feedback to the appropriate internal teams, including project teamCollaborates with other internal groups maintaining and improving communication, processes, and promoting cross-functional teamworkDocuments and tracks all required information supporting accurate ticket reportingResolves service requests and escalates service requests to other resources as needeCommunicates with customers as required including updates on incident progress and notification of impending changes or agreed outagesDisplays ability to patiently walk user through steps needed to address an issueCreates documentation of support processes and client-specific requirements for recurring issues as comprehensive knowledge base reference for teamHandles difficult situations calmly and with confidenceDisplays empathy for our technology users and their day-to-day challengesMaintains good organization and follows each user service issue through to completion
Requirements
B.S. degree in Computer Science, Information Technology or relevant field, or equivalent combination of education and experience2+ years' experience in tech support or customer service role, or related disciplineProven work experience as a Help Desk Manager strongly preferredIT MSP or IT consulting services experience requiredProven experience managing and maintaining client relationships and resolving escalated technical issues for clientsTeam management skills, with ability to maintain a positive and encouraging environment for all team membersProven ability and success in promoting positive and cohesive team atmosphere with cross-functional teamsProblem solving attitude with ability to motivate the team to achieve specific goalsAbility to multi-task and adapt to changes quickly while managing competing prioritiesSolid technical background with ability to give instructions to non-technical audienceCustomer-service oriented with a problem-solving attitudeExcellent written and verbal communications skillsExperience with ticketing systems, network monitoring and other tech support related tools preferredTechnical diagnostic skills with ability to appropriately match resources to technical issuesAdvanced understanding of operating systems, business applications, printing and network systemsSelf-motivated with the ability to work and thrive in a fast-paced environment
Salary range: $80-110k