Client: https://amcmodernit.com/

AMC Modern IT Services isn’t your standard MSP. We are focused on PEOPLE and modernizing how businesses utilize technology. We choose to work with clients who are passionate about IT from a wide variety of industries, including non-profit, government, manufacturing, supply chain logistics, sporting entities, to name a few.

We don’t just create plans to make an IT change for our clients, we strategically transform businesses through sweeping changes that help business leaders and their most important asset, their people, lead more productive lives.

Summary:

The Service Manager is responsible for creating, maintaining, and refining internal processes to better support our clients and their technical needs, identifying and removing bottlenecks for the service team to be more productive and self-maintaining, and managing client utilization and appropriate staffing resources.

Duties and Responsibilities:

• Responsible for the daily management of service delivery, ensuring that the highest quality, profitable services are performed to meet SLAs.
• Review and evolve existing processes for support desk and centralized services with the goal of increased utilization and efficiency.
• Serve as the top-level point of contact for clients regarding support escalations and concerns.
• Maintain a constant focus on achieving the highest levels of client satisfaction, proactively following up on open issues to ensure consistent communication until resolution is reached.
• Regularly collaborate with client Modern IT Managers (vCIOs), as well as Alignment, Design Desk, Education, Development, and Project Teams to support clients’ IT strategy, reduce reactive issues, and ultimately create happier and more productive end users.
• Ensure meaningful metrics related to service performance are captured, validated, and reported. Have a thorough understanding of how the metrics reflect the health of the business and what actions to take when out of target range.
• Maintain high levels of accountability across all team members for achieving KPIs, commitments, and quarterly goals by conducting weekly Level 10 meetings.
• Lead and manage team members; hold quarterly 1:1 meetings, conduct annual reviews, and actively provide and solicit constructive feedback to promote individual and team success.
• Assist with resource management through quarterly staff planning.
• Participate in the interview, selection, onboarding, and training process for new team members.
• Regularly evaluate systems and tools to ensure that they support, rather than hinder, the team.

Requirements

• Bachelor’s degree in Business Information Systems or equivalent required
• 7+ years of progressive experience in an IT managed services environment, with at least 3+ years in a leadership position required
• Proven experience/ability to effectively lead, influence and communicate across teams required
• Self-starter who thrives on leading initiatives in fast-paced, high growth environments required
• Ability to lead strategic and tactical improvements with persistent execution required
• Strong experience with Microsoft 365 ecosystem including Exchange Online, Teams, SharePoint and OneDrive, with a foundational understanding of security measures required
• Knowledge of business telecommunication systems required
• Experience and understanding of PowerBI, Power Apps and Dynamics a plus
• Knowledge of Microsoft Enterprise Mobility + Security (EMS) E5 a huge plus
• Knowledge of and experience with EOS/Traction a plus
• Experience with MSP tools such as ConnectWise Manage, IT Glue, BrightGauge, Ninja, Liongard,
• Smileback, etc. required