Customer Service Operations Manager

Summary:

Our award-winning client is seeking a Service Manager to join their team. The Service manager’s primary responsibility is to manage the activities and responsibilities of the service delivery team. As a part of this management, they will also be responsible for providing quality assistance to the team and ensuring service and support is provided to clients as per the SLA within their service agreement. The Service Manager develops and refines our company best practices.

This position requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks because the job requires a great deal of multi-tasking. Accurate and timely tracking of client work, service calls, and related documentation including timesheets is required.

Responsibilities:

• Manage service scheduling, escalation process, and client satisfaction processes.
• Review of time entries and service tickets from prior day.
• Provide feedback on technical and service team performance, and assist with the development of technical support engineers career ladder.
• To ensure that systems, processes, and methodologies are followed according to company guidelines.
• Provide accurate reports and metrics to company management on the status and budget of agreements.
• Identify trends and develop strategies to support these trends.
• Active role in daily management of all services calls.
• Conduct daily technician & dispatch huddles.
• Identify recurring issues and escalate as needed to the Management Team.
• Conduct monthly check-ins with technical and dispatch personnel.
• Provide reports (list types of reports) on an agreed schedule to Management team and clients.
• Design and maintain process documentation for the service delivery team.
• Interface with appropriate technical personnel for client problems that cannot be resolved effectively.
• Ensure quality and profitable services are performed as per the SLA.
• Manage the service delivery team’s daily activities as well as the dispatch process of service requests.

Required Qualifications:

• Skill in planning and preparing written communications.
• 2+ years of experience building relationships with clients and participating in necessary client meetings/calls (Pre & Post Sales).
• 2+ years of sales operations or customer service operations or account management operations or client success or client services experience.
• Willing and able to work occasionally and/or be on call overtime, holidays, and weekends.
• Knowledge of report writing and analytics tools (BrightGauge experience is a plus but not needed).
• Skill in strategic planning with an ability to think ahead and plan over a 6-12 months time span.
• IT consulting experience is a big plus.
• Understanding of support tools, and how technology is used to provide IT services.
• Ability to work in a team and communicate effectively.
• Strong experience working in the Technology or IT industry.
• Knowledge of IT applications, processes, software, and equipment.
• Strong organizational, presentation, and client service skills.
• Skill in leading people and getting results with a strong client orientation.
• Ability to multi-task and adapt to changes quickly.
• Knowledge and experience in cross-functional management methods and techniques.
• Service awareness of all organizations key IT services for which support is being provided.