IT Service Team Manager

The Service Team Manager is directly responsible for the technical execution of their assigned team, ensuring their clients receive prompt, high-quality support. The role serves as a primary technical escalation path and oversees critical team administrative logistics, including on-call rosters, PTO schedules, and timesheet tracking.The role requires strong skills in the areas of IT, leadership, management, communications, and client relations.

Role Objectives:

• Using an objective measurement system, improve the customer satisfaction rating of your accounts as a whole as measured on a quarterly basis.
• On an annual basis, achieve a customer retention rate of 95% or better [excludes accounts that 1) Acumen determines to intentionally jettison, 2) that undergo a change in ownership or organization that demands IT services of the type provided by Acumen be brought "in house", 3) client's business becomes insolvent].
• Ensure that each member of your team has achieved the appropriate certification(s) and credential(s) that the leadership assigns to each engineer.

Role Responsibilities

General

• Identify opportunities to improve the managed services delivery model and process and work with staff, peers, and management to improve and enhance the breadth, depth, and quality of services provided.
• Serve as the first level of escalation for client and internal infrastructure and technical issues and situations that cannot be resolved at the Engineering Team Member level.
• Provide feedback to your assigned vCIO as to the effectiveness and receptiveness by the customers for all of AIT's service deliverables and offerings. Provide valuable input to the continuous improvement process relative to all of Acumen IT's solutions.
• Be cognizant of and identify incremental sales opportunities within your accounts for technology products and services that will deliver material operational and/or financial benefit to the customer.
• Extend and increase the Return on Investment (ROI) realized by each client as a result of their managed services program/agreement
• Facilitate and support Acumen IT's business objectives.
• Using discretion and sound judgment, determine which issues need to be escalated to other subject matter experts within the company. Thoroughly & clearly communicate these issues to the SME in a timely fashion.
• Effectively engage, assimilate, onboard, and support new clients.
• Troubleshoot and resolve client issues within your span of influence and control.
• Interact with key clients, via frequent communication and take a visible, hands-on approach relative to account leadership and management.
• Interact with each client at a minimum frequency of once per quarter.
• Monitor client's open issues (service requests) to ensure that all open issues are resolved with a high degree of accuracy, completeness, and timeliness and that client is kept informed throughout the process.
• If and when an event indicates issues with client satisfaction, execute appropriate due diligence to determine root cause and make appropriate adjustments and improvements in our service delivery as reasonable.
• Monitor weekly and monthly the standardized scorecard for your team and understand how your team is performing against its assigned goals and objectives. Take corrective action as necessary to ensure that objectives are met
• Ensure that official, approved processes and procedures are followed by all team members.
• Participate in the development and on-going refinement, enhancement, and continuous process improvement for the services that we offer/deliver to the markets that we serve.
• Identify workflow bottlenecks or tool limitations within your team's day-to-day operations and, acting as a collective with peer team managers, advise management on new systems or updates that could improve team performance.
• Report to your manager in a clear and accountable manner via a bi-weekly meeting with a standardized format and agenda that includes a systematic review of customer satisfaction, team performance, ticket aging, etc.
• Work occasional off hours and at times provide weekend support.

Technical

• Maintain a high level of proficiency relative to common technology platforms and demonstrate an ability to test/grade technical approaches and provide guidance to your team as to the best approach to resolve technical issues.
• Troubleshoot and resolve client issues of a technical nature/
• Serve as a mentor to your team relative to leveraging technology for maximum client productivity and satisfaction.

People

• Establish a weekly 1-1 meeting cadence to mentor your team members. Review their individual performance, address issues, encourage, and support the team member. Advise them on how they can contribute to the team's maximum productivity during their workday.
• Establish and lead a weekly team meeting to collectively discuss team productivity and ways to optimize performance.
• Instruct your team as to how they should appropriately leverage our internal systems to optimize the quality, accuracy, and timeliness of the support and service delivered to your team's clients.
• Mentor/develop team members and increase their individual and collective skills related to the execution of all standard processes and the proper handling of customer requirements such as implementations and upgrades.
• Monitor issue resolution progress to provide support for team members involved in the process.
• Provide day-to-day performance management and support for your team members.
• Demonstrate a positive attitude and exhibit positive leadership in relation to your team, even in the face of daunting challenges and issues that are not easy to identify, analyze, and rectify.
• Work collaboratively with your Acumen colleagues to provide the best experience possible for new clients being on boarded so that their transition to a steady-state customer is as seamless and worry-free as possible and meets the clients' expectations.
• Perform periodic IT engineer performance reviews.
• Work closely and in conjunction with management to perform annual reviews and assist in determining compensation based on relative performance within the team and the AIT business unit as a whole.
• Manage core team administrative tasks, including building on-call rotations, coordinating PTO schedules to ensure uninterrupted client coverage, and reviewing/approving technician timesheets for billing accuracy. In concert with management, address and document policy adherence relative to performance, communication, technical competency, and culture.

Do you have experience in Supervising experience?, * 3+ years of experience in managing and supporting mission-critical IT environments

• Demonstrated ability to lead, mentor, and manage subordinates
• Strong customer service skills and expectation management
• Excellent communication skills (verbal and written); good interpersonal skills
• Willingness to travel to customer site using a company provided vehicle
• Sound judgment and decision-making skills
• Excellent analytical and problem-solving skills
• The ability to analyze and understand complex information
• Good prioritization skills and the flexibility to adjust plans as the situation dictates
• Ability to explain and describe complex systems in simple terms
• An ability to work to and meet tight deadlines and within constraints
• Beneficial experience: cloud/SaaS environments (M365/Azure), networks, server operating systems, ticket & RMM systems, cybersecurity baselines, and Disaster Recovery/Business Continuity

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Monthly bonus