|Title:||IT Service Manager|
|Location:||Creve Coeur, MO|
The IT Service Manager (ITSM) is responsible for the overall execution and delivery of quality service to all customers of IT, both internal and external. This personal ownership derives many responsibilities that profoundly impact the success of IT as a whole. Department employees follow the “lead by example” methodology of the ITSM.
- Training, structure, and communications of quality IT methodology and execution.
- Review, discipline, and guidance for IT Service Desk staff. “Manage machines, and lead people”.
- Act as single point of contact for issues directly affecting the group; handling internal coordination and communication as necessary to address company and client needs.
- Manage knowledge base design, quality control, and use.
- Police the queue and address issues around execution of responsibilities, documentation, or communications, providing leadership and guidance to staff.
- Review/Triage IT tickets
- Ensure communications between team members is consistent across documentation and ticketing.
- Review priority of tickets and proper assignment/handling.
- Work with IT Service Coordinator (ITSC) to ensure scheduling is on target according to priority.
- Review alerts: Determine actionable items and work with ITSC to get assigned to technicians.
- Apply sound methodology to incident and problem management.
- Act as incident manager in the event of critical business impacting issues.
- Review scheduling, and adjust resources accordingly to maintain service level agreements.
- Drive the team to build, engage, and use the knowledge base (KB) effectively.
- Oversee the management of the aging queue. Ensure that tickets are not allowed to age without well-defined reasons for it such as awaiting vendor action, awaiting client contact, or such other limiting time-based factor. Ensure that the team is tracking this properly.
- Review previous day’s timesheets for accurate completion, ensuring each team member had at least 8 hours worked, and met billable goals.
- Provide status to IT leadership to unify communication.
- Stay abreast of all ongoing issues, with particular focus on high/critical impact issues. Know at any given moment the current state of any client impacting incidents.
- Deliver sound methodology around expectation management with the team, ensuring that handoffs and escalations are treated with the proper sense of urgency.
- Answer service calls and handle as necessary when other techs are occupied/unavailable.
- Review Knowledge Base articles for accuracy, and set expectations with the team in creating them. Ensure that the KB is being effectively managed at all levels.
- Provide metrics reports to IT leadership showing weekly accomplishments, upcoming projects, and billable percentages.
- Review schedules for the week, and determine staffing needs. Adjust accordingly.
Education and Experience Profile
- Bachelor’s Degree
- Minimum of 2+ years’ management experience overseeing at least 4 or more IT support personnel
- Well-rounded Microsoft server/network technology experience, Active Directory, TCP/IP networks, firewalls and switches
- Experience with an IT Service Provider and related IT Technologies (ConnectWise, Kaseya, etc.) is a plus
- Ability to multi-task in a fast-paced environment.
- Must have an unending work ethic and can comfortably interact with staff and clients of all types
- Flexibility to accommodate occasional after-hours and weekend client needs
- Participation in a 24x7 on-call monthly rotation as backup | escalation, approx. every 4 months
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment and noise level is usually similar to a typical office environment.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.