Service Manager

Position Overview

The primary objective of the Service Manager is to drive the service team to achieve optimal performance and efficiency through the utilization of dashboards and support. They play a key role in the development of our technical staff. They mentor/coach a team of engineers to troubleshoot and optimize their efficiency. Service Managers have excellent problemsolving skills and thorough knowledge of systems/network administration and architecture and are constantly expanding their knowledge of best practices. They have a wellversed technical background and have demonstrated Leadership responsibilities.

Primary Responsibilities

• Assists in building a culture aligned with TechMDs vision and core values.
  
• Monitors dedicated dashboard to ensure Techs and Engineers are working and resolving tickets efficiently and meeting our Service Level Agreements (SLAs).
  
• Conducts daily and weekly reviews with assigned Techs and Engineers to review tickets owned queues coaching opportunities and discuss operational trends.
  
• Works with Senior Engineers and Technicians as necessary to resolve escalated deficiencies in infrastructure by troubleshooting with them.
  
• Mentors/Coaches team members on technical issues as needed.
  

• Identifies and provides solutions for trends that indicate a negative impact on your team s effectiveness or efficiency to resolve tickets.
  
• Communicates and sets expectations with endusers as needed while also being the first line of escalation for any customer related issues.
  
• Monitors assigned Technicians time. Use critical thinking skills to align the team for success at moments of the expected or unexpected (PTO Sick etc.).
  
• Works in tandem with team planned customer facing projects according to the scope of work on an as needed basis.
  
• Conducts staff performance reviews and goal setting providing quality feedback to coach team members up.
  
• Conducts staff interviews and contributes to the selection process.