Complete seeks a highly motivated Service Desk Manager to join our Managed Services team. In this role, you will manage customer relations and communications with all things service related, manage and mentor a team of service desk technicians, and make significant contributions to our company's success. You will play a vital role in servicing customers to provide a best in class IT service experience. We seek a motivated and results-driven individual with an entrepreneurial mindset, a strong understanding of modern IT infrastructure, and a passion for delivering exceptional customer service.
Key Responsibilities:
- Communicating with clients and conducting regular in-person and remote service meetings.
- Managing and supporting a team of service desk technicians.
- Mentoring your team, providing training, and conducting performance evaluations.
- Monitoring team performance and developing feedback reports for management.
- Troubleshooting and resolving technical issues.
- Managing escalations and ensuring any issues are resolved in a timely manner.
- Making recommendations to improve operational efficiency.
- Create, maintain, and update comprehensive technical documentation, including standard operating procedures (SOPs), knowledge base articles, and troubleshooting guides, setting a high standard for quality and detail.
Qualifications:
- Excellent leadership and people management skills.
- Strong customer service skills.
- Bachelor's degree in computer science, information technology, or a related field.
- At least two years of experience as a Service Manager or in a technical support role.
- Strong technical background.
- Excellent analytical and troubleshooting skills.
- Ability to work under pressure.
Preferred Skills:
- Experience with ConnectWise PSA and/or ConnectWise Automate
- Strong understanding of ITIL or other IT service management frameworks.
Complete Network is a recognized leader in outsourced IT services to small and midsize businesses nationwide. We achieve our award-winning results by recruiting and retaining a world-class team, adhering to best-practices, delivering services consistently, and maintaining best-in-class technology partnerships. Our customers work with us because we offer high-quality, consistent service, which we're able to deliver by working only with managed clients. We prize both teamwork and individual accountability.
Hard work is rewarded and is balanced with personal time. We are committed to growth through aggressive sales and marketing and to longevity through sound fiscal management. Come join our growing team in a fun and dynamic work environment. We offer excellent opportunities for professional development.
