IT Service Manager

Summary

Join our team as an Information Technology Service Manager, a remote role that requires a diverse skillset and industry expertise. You will oversee the Technology Service Desk, technicians, system administrators, and engineering consulting teams, ensuring excellent client service. This role involves proactive and reactive client management, issue resolution, and optimizing team performance. You will also lead service delivery projects, manage technical operations, and build a remote and onsite team of technical resources. You will be responsible for investigating methods to improve network monitoring and response, providing executive-level reporting, and serving as the bridge between MSP partners and clients. This role also includes identifying staffing needs, maintaining familiarity with current and upcoming IT equipment and services, and performing root cause analysis of infrastructure and security problems.

Requirements

• Have expert knowledge of IT best practices in technologies and security, policies, and regulations
• Have a clear understanding of client/server technology and network architecture
• Have an understanding of a wide range of technologies covering Microsoft platforms, cloud, security, email management, virtualization, shared storage, disaster recovery, remote access, and more
• Have a solid understanding of cloud deployment, migrations, and operations
• Have knowledge and significant experience with designing and implementing metrics and KPI measurements
• Have 8+ years of IT service experience
• Have 5+ years of IT supervisory experience
• Have strong analytical skills, proven functional and technical analysis skills, and professional client interaction
• Have service awareness of all the organization's key IT services for which support is being provided
• Have strong teamwork, customer service, and interpersonal skills
• Have good communication, including writing, speaking, and active listening
• Have the ability to communicate verbally and in writing with all levels of management and thrive in a cross-functional environment
• Have strong problem-solving and critical thinking skills
• Have the ability to make sound decisions and solve complex business and technical issues
• Have advanced leadership and conflict management skills
• Have skills in strategic planning with an ability to think ahead
• Have skills in leading people and getting results with a strong client orientation
• Have excellent attention to detail
• Have proven success in leading a team and developing staff
• Have great project management skills, including organization, planning, time management, and prioritization
• Have a fully functional and up-to-date computer with which to perform duties
• Be willing to install next-generation endpoint protection on the computer
• Be a current resident of the Philippines and legally perform work from there
• Be willing to work in US Pacific Time (8:00 am-5:00 pm PST) corresponding to 00:00 am -9:00 am PH time)

Responsibilities

• Take complete ownership of the technology team and partner with the account managers to provide excellent client services
• Play an active role in proactive and reactive client management and issue resolution
• Work closely with the executive team to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base
• Oversee service delivery projects, including equipment deployment, software releases, email migrations, etc
• Develop, maintain, support, and optimize key functional areas to remove barriers hindering the team’s overall performance
• Ensure the oversight, organization, and motivation of all members of the Technical Operations team
• Lead by example, challenge functional status quo, manage and develop processes to document client issues, leverage trends, and conduct impact analyses in the overall service enhancement
• Manage all aspects of the tier 1 and tier 2 organizational response of the Technical Operation Centers
• Build, develop, and lead a remote and onsite team of technical Operations resources
• Investigate methods and procedures to better monitor our network and respond to issues
• Provide executive-level reporting for informed decision making
• Be the bridge between MSP partners for tiers 1 and 2 support and our clients, serving as the outsourced IT manager to help with escalations and troubleshooting
• Be the escalation point to carrier and cloud partners, we help implement and support clients
• Identify staffing needs and work with the recruitment team to pursue targets
• Maintain familiarity with current and upcoming IT equipment, services, and other developments
• Perform root cause analysis of infrastructure and security problems, and develop resolution and prevention plans
• Perform other duties as assigned

Benefits

This is a remote (work from home) job