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 needed.
Maintains customer relationships ensuring customer satisfaction including timely and accurate customer service on a daily basis.
Provides onboarding, training, and development for IT support technicians.
Manages team schedules ensuring proper coverage for optimal customer support.
Audits ticket documentation, completion, and other service-related metrics.
Ensures quality technical support and high level of client satisfaction.
Sets specific customer service standards and holds team accountable to those standards.
Contributes to improving customer support by actively responding to queries and handling complaints.
Establishes best practices through the entire technical support process.
Follows up with customers to identify areas of improvement.
Develops daily, weekly, and monthly reports on help desk team’s productivity.
Provides customer feedback to the appropriate internal teams, including project team.
Collaborates with other internal groups maintaining and improving communication, processes, and promoting cross-functional teamwork.
Documents and tracks all required information supporting accurate ticket reporting.
Resolves service requests and escalates service requests to other resources as needed.
Communicates with customers as required including updates on incident progress and notification of impending changes or agreed outages.
Displays ability to patiently walk user through steps needed to address an issue.
Creates documentation of support processes and client-specific requirements for recurring issues as comprehensive knowledge base reference for team.
Handles difficult situations calmly and with confidence.
Displays empathy for our technology users and their day-to-day challenges.
Maintains 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 experience.
2+ years’ experience in tech support or customer service role, or related discipline.
Proven work experience as a Help Desk Manager strongly preferred.
IT MSP or IT consulting services experience required.
Proven experience managing and maintaining client relationships and resolving escalated technical issues for clients.
Team management skills, with ability to maintain a positive and encouraging environment for all team members.
Proven ability and success in promoting positive and cohesive team atmosphere with cross-functional teams.
Problem-solving attitude with ability to motivate the team to achieve specific goals.
Ability to multi-task and adapt to changes quickly while managing competing priorities.
Solid technical background with ability to give instructions to non-technical audience.
Customer-service oriented with a problem-solving attitude.
Excellent written and verbal communications skills.
Experience with ticketing systems, network monitoring, and other tech support related tools preferred.
Technical diagnostic skills with ability to appropriately match resources to technical issues.
Advanced understanding of operating systems, business applications, printing, and network systems.
Self-motivated with the ability to work and thrive in a fast-paced environment.
Salary range: $80-110k
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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 needed.
Maintains customer relationships ensuring customer satisfaction including timely and accurate customer service on a daily basis.
Provides onboarding, training, and development for IT support technicians.
Manages team schedules ensuring proper coverage for optimal customer support.
Audits ticket documentation, completion, and other service-related metrics.
Ensures quality technical support and high level of client satisfaction.
Sets specific customer service standards and holds team accountable to those standards.
Contributes to improving customer support by actively responding to queries and handling complaints.
Establishes best practices through the entire technical support process.
Follows up with customers to identify areas of improvement.
Develops daily, weekly, and monthly reports on help desk team’s productivity.
Provides customer feedback to the appropriate internal teams, including project team.
Collaborates with other internal groups maintaining and improving communication, processes, and promoting cross-functional teamwork.
Documents and tracks all required information supporting accurate ticket reporting.
Resolves service requests and escalates service requests to other resources as needed.
Communicates with customers as required including updates on incident progress and notification of impending changes or agreed outages.
Displays ability to patiently walk user through steps needed to address an issue.
Creates documentation of support processes and client-specific requirements for recurring issues as comprehensive knowledge base reference for team.
Handles difficult situations calmly and with confidence.
Displays empathy for our technology users and their day-to-day challenges.
Maintains 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 experience.
2+ years’ experience in tech support or customer service role, or related discipline.
Proven work experience as a Help Desk Manager strongly preferred.
IT MSP or IT consulting services experience required.
Proven experience managing and maintaining client relationships and resolving escalated technical issues for clients.
Team management skills, with ability to maintain a positive and encouraging environment for all team members.
Proven ability and success in promoting positive and cohesive team atmosphere with cross-functional teams.
Problem-solving attitude with ability to motivate the team to achieve specific goals.
Ability to multi-task and adapt to changes quickly while managing competing priorities.
Solid technical background with ability to give instructions to non-technical audience.
Customer-service oriented with a problem-solving attitude.
Excellent written and verbal communications skills.
Experience with ticketing systems, network monitoring, and other tech support related tools preferred.
Technical diagnostic skills with ability to appropriately match resources to technical issues.
Advanced understanding of operating systems, business applications, printing, and network systems.
Self-motivated with the ability to work and thrive in a fast-paced environment.
Salary range: $80-110k
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