Service Manager I Jobs

Description Leveraging our standard technologies and process, coupled with our people and corporate structure, we deliver a unique end result for our customers.
Our clients will experience increased employee productivity, predictability in capital and operating expenditures, reduced downtime and risk, improved employee morale, less lost revenue and enhanced business agility.
The primary focus of the Service Manager is to manage and lead their team in providing a consistent level of quality and service to support our clients.
With that, the Service Manager must be able to deliver effective leadership, strategy, follow up and direction that aligns with the overall goals of the company.
We must continually train and educate employees on why our people, process and technology standards exist and how it benefits our customers and VC3.
In order to ensure an exceptional result, you will need to have a clear understanding of the challenges and opportunities our customers face and how our teams as a whole combine to deliver our promise.
Providing services in a proactive, professional manner while ensuring key parties are kept informed is critical. We are a data driven company and analysis for decision making and overall strategy is ongoing.
Our Company DNA Represent The Most Important Values, The Ones We Live By
Culture is an integral part of working at VC3.
Serve as One “Serve as One” is the belief that together we are greater than the sum of our individuals, and that teamwork is essential to success.
Passionately Curious “Passionately Curious” is about challenging the status quo, continual improvement, and constantly learning.
Own It “Own IT” is about having the courage to do what’s right, resolve to take responsibility, and grit to cross the finish line.
Go Beyond “Go Beyond” is about taking that extra step to create moments that are unexpected but appreciated.
Our Just Cause - “Developing Growth-Minded People” - is about creating excitement and opportunity for those we work with to nurture their growth-mindset.
The “VC3 Way” is our set of people, process and technology, that produce a predictable result for our customers. You must be aware of, and maintain this standard, understanding that it is a living guide; Always updating and always changing based on influence from our team and the needs of our clients.
Here's what you will be responsible for: Act as an escalation point for critical client issues, communicate and manage communication with customers as needed. Communicate with all parties in a constructive manner to guarantee customer expectations are met. Responsible for the scheduling, time and utilization management of team members.
Ensuring every hour is a profitable hour and that workflows and procedures are being followed. Review and manage service backlog to ensure services are being correctly scheduled, prioritized and moving through the system as desired. Proactive issue trending and data reporting for the improvement of key metrics. Manage team performance and tools to meet or exceed SLOs. Ensure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performance. Mentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidance. Perform employee reviews, manage headcount, hiring and overall HR management for your team.
Build a culture of continuous improvement via feedback, coaching and staff development. Provide timely responses and guidance to client requests, either directly if needed or via your team. Advocate for the customer in day-to-day operations.
Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post incident reviews.
Liaise with internal and external resources to provide detailed analysis of the operations and opportunities for improvement to meet SLAs and internal efficiencies. Additional Responsibilities: Collaborate across all VC3 departments to maximize overall customer satisfaction. Maintain accurate and up to date documentation through the change management processes. Ensure quality administrative results from your team.
For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate customer communications, and overall presentability. Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale and holding all employees accountable.
Set the example to follow for customer service. Maintain an in-depth knowledge of the products and services we offer. Build relationships with clients and team members and serve as a trusted point of contact. Providing timely responses and guidance to client requests. Maintain accurate and up to date process & departmental documentation. Attend training & team meetings as required. Assist with the development and evolution of the Team Lead role. Review CSAT responses; provide coaching, praise, and client follow up as required. Here's what we need from you: 3+ years relevant technical experience is required. 3+ years relevant management or leadership experience is required OR completion of VC3 leadership academy. Experience in supporting Infrastructure environments. At least 2 years relevant IT experience fully supporting customer environments. At least 2 years experience in managing and working with the following technologies:
Windows Server
Cloud environments including Microsoft 365
Active Directory
GPOs
Routing and Switching
Firewalls
VPNs
Virus and Security
LAN/WAN Technologies
Virtualization Technologies
Experience in IT service delivery and managing customer expectations. Demonstrable experience in incident, problem, and change management. Knowledge of ITIL standards is required.
ITIL Foundations V3 or V4(In progress or completed)
Excellent ability to present information to senior management in a manner that is clear and concise. Very strong interpersonal and communication skills with the ability to build effective working relationships, solicit co-operation and resolve conflicts with a variety of stakeholders both internally and externally. Experience in business analysis and a good understanding of financial concepts. Excellent client service skills, with the ability to create/cultivate trust relationships with clients and co-workers and remain calm in stressful circumstances. And, here is some additional info you will want to know: Minimal travel is expected, however some is possible. Candidate preferably located within 3 hours of Columbia SC.
Applicant selected will be subject to a criminal, credit, and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment. VC3 offers great benefits, including: National health insurance coverage with two plan options FSA (flexible spending account) for health and/or dependent care HSA (health savings account) Vision and dental plans for you and your dependents 100% company paid basic life and long-term disability insurance 401k with a company match And more! VC3 offers Managed IT Services, Private Cloud Services, Hosted VoIP, Custom Web Applications, SharePoint Consulting, and Website Design & Hosting. VC3 has more than 25 years of experience providing a full range of Information Technology Solutions and Services to hundreds of municipalities and organizations throughout the United States and Canada. The technologies needed by our customers have changed many times over the years, but our focus has always stayed the same: connect the best technologies with our experienced and talented engineers, programmers, web designers and support specialists to deliver solutions that take our customers to the next level of productivity and results. We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar.