IT Service Manager - PIM

Job Description
Company Overview:

ProActive Information Management (PIM) is an Information Technology firm that provides and delivers enterprise products and solutions. Our mission is to enhance the clients' ability to deliver and achieve their business goals. Our equation is simple: People + Process = Technology. Our goal is to deliver technology solutions and processes that will enable and empower the End Users to perform their daily job duties with minimal disruptions.

Position Overview:

The ProActive Service Manager ensures the Help Desk and Field Service team members provide the highest level of customer services with a sales-minded attitude while developing lasting client relationships. The position will be required to have a deep understanding of the ProActive Escalation Procedure and Service Level Agreement to ensure the highest level of client satisfaction. It is with this understanding that the Service Manager will create a team that will respond to our clients in a timely, polite and professional manner consistent with our Company's Core Values.

The Service Manager will also resolve complex administration matters between the service team members and/or client. This position will also oversee the procurement and inventory department and tasks to ensure that all hardware, software, licenses and other service deliverables related to the service and project team are here, accounted for and on schedule. This position will also be responsible to provide updates of order status and progress to the Project team and Client Concierge team members. This high energy position requires multi-tasking and flexibility with work hours and schedules.

Job Duties and Responsibility:

• The service manager team members, including technicians and dispatchers, to ensure service objectives are being carried out
• Coach and motivate team members under his/her leadership to achieve the highest level of client satisfaction
• Train the Service Team Members to have:
• Extensive knowledge of the Company's policy, core value, procedures, escalation process and Service Level Agreements for varies products and services
• Extensive working knowledge and responsibility of the Service Manager to ensure the Service Department adheres to all Company standards, industry standards, industry compliance, industry codes, industry regulations, restriction requirements and practices
• Offers exemplary customer service, including maintaining customer relationships and ensuring repeat clients by upselling products and services
• Taking care of any client concerns or complaints quickly and professionally
• Performs administrative tasks such as hiring, terminating, approval of PTOs, approval of tickets in the system and other management functions as required to ensure department efficiency and highest standards
• Performs client related administrative tasks such as review of service tickets for time and notes accuracy, note taking skillsets of team member, effective data input and output results and most importantly, service time recorded are billed correctly and fairly to our clients
• Resolve service problems and improve upon the service department methods or process to increase productivity, efficiency, proficiency to improve client satisfaction
• Improve use of our software tools and documentation to ensure the highest level of productivity and efficiency for our support staff which will provide faster and more cost effective turnaround when an issue arises
• Monitors department issues and customer complaints to define patterns and work to lessen those recurring issues by using manual and automated processes
• Regularly audits work being done and client services being provided to ensure all standards consistent with our Company Core Values are met and that repair work is carried out effectively, correctly, and thoroughly
• Oversees team members performing inspections, preparing reports, and doing repairs; if necessary, carries out these job duties personally to ensure highest quality of work

Requirements

Position Skills and Qualifications

• Previous service and service leadership or management experience
• Comprehensive industry knowledge
• Strong customer-facing skills
• Strong written and verbal communication
• Strong communication and follow up skills both internally and externally
• Self-motivated and able to coach team members to be motivated
• Can-do attitude, willing to do whatever it takes to complete a task or job
• Troubleshooting and creative problem-solving skills

Benefits

To help you succeed, we provided:

• Base salary commensurate with experience, plus a generous performance bonus package
• Company-issued laptop
• Company cell phone
• Expense program including car allowance
• Complete benefits package, including medical, dental, vision, company paid life and STD coverage, Simple IRA, Paid Time Off and more!