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Job Details

ID #46185844
Estado Indiana
Ciudad Fort wayne
Tipo de trabajo Permanent
Salario USD Up to $80,000 80000
Fuente Veterans Enterprise Technology Solutions
Showed 2022-10-03
Fecha 2022-09-30
Fecha tope 2022-11-28
Categoría Etcétera
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Regional Service Manager

Indiana, Fort wayne, 46801 Fort wayne USA

Vacancy caducado!

Position Summary

The Regional Service Manager manages all activity of the regional support team to provide timely, professional, friendly, and knowledgeable remote-support service to clients. The Regional Service Manager builds trust with our employees and clients by ensuring the Regional Service Desk Team (RSDT) executes at the highest levels ofoperational excellence, thereby exceeding client expectations. Additionally, the Regional Service Manager maximizes operational efficiency by identifying the root cause(s) of issues, creates documentation for tracking solutions, prioritizes team efforts, and properly aligningtasks to available resources.

Responsibilities The Regional Service Manager is responsible for the overall leadership and management of the assigned RSDT.
  • Develop processes and procedures that improve the efficiency and productivity of IT Services through the identification, prioritization, escalation, and resolution of client requests and incidents by:
    • Setting clear expectations and holding individuals accountable.
    • Conduct ongoing and situational training to improve team efficiency and individual career development.
    • Ensure all stakeholders can install and adopting current tools including, ConnectWise, N-Central, IT Glue, and the Phone System.
    • Provide individual performance evaluations and career development to enhance retention.
    • Interview, hire, and execute disciplinary action as necessary.
    • Manage the process documentation process.
  • Understand overall service desk objectives and the role & function of each team member.
  • Ensure risks are identified, communicated, and mitigated.
  • Perform customer follow-up to verify final resolution and determine satisfaction level.
  • Clearly defineand document standardsfor identification, classification, prioritization, escalation, and resolution of client requests, incidents, and problems.
  • Prepare for and participate in ITSM management meetings.

Knowledge, Skills, and Abilities
  • Able to work with, manage, and lead a team of IT professionals, communicate effectively, and function effectively in a high paced environment.
  • Able to understand the perspective of the client in all service interactions.
  • Make effective use of time, delegate, and complete tasks effectively and on time.
  • Meet client and corporate expectations for attendance, quality, and performance.
  • Able to drive a culture of continuous improvement while fostering creativity and innovation.
  • Able to develop short and long-term action plans based improvement plans.

Education, Experience, and Certifications Required:
  • Must have at least a high school diploma or GED.
  • A minimum of6years of professional ITSM.
  • A minimum of 2 years of management or leadership experience.
Preferred:
  • Bachelor’s degree in a computer-related course of study.
  • Two or morecertifications from vendors such as CompTIA, ITIL, or Microsoft.

Miscellaneous Position Information

Supervisory Responsibility: This positionhas direct supervisory responsibilities and is expected tosupervise work on service tickets to ensurealignment with processes.

Covid Vaccine: Employees who make on-site service or sales calls in locations where state or local government(s) have mandated COVID vaccine(s) to enter a building, are required to provide proper proof of having the vaccine and booster as required by legislation.

Work Environment: In most cases, work will be performed in a climate-controlled office space.

Travel: This position requires minimal travel up to 30%.

EEO StatementStaffing Pros a division of VETS-inc is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Vacancy caducado!

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