Job Summary
The Service Manager role is a key position within our IT services team, focusing on delivering high-quality technical support and exceptional service experience.
About the Opportunity
This is a mid-to-senior level management position requiring excellent communication and argumentation skills, effective decision-making ability, result-oriented focus, initiative, and dynamism.
Key Responsibilities
* Supervise service activities by local support staff, ensuring seamless day-to-day operations.
* Guide operators during critical situations, facilitate client interactions when required, and provide clear direction.
* Define initial and ongoing training plans for service staff to enhance their skills and knowledge.
* Implement and maintain work schedules for local support personnel, ensuring efficient allocation of resources.
* Escalate unresolved requests from local support to relevant teams for timely resolution.
* Perform equipment transfer procedures in the client's system, minimizing downtime and disruptions.
* Control IT equipment requests from technicians across subsections, streamlining the request process.
* Coordinate delivery of requested items to the transportation department, ensuring prompt and secure transportation.
* Prepare monthly IMR reports from the client's ticketing system, providing actionable insights.
* Produce management reports on local support activities when requested by contract managers, facilitating data-driven decisions.
* Execute additional services related to local support management linked to the contract object, enhancing customer satisfaction.