The position of Service Manager offers support to the IT Engineering Service Team. Support may be in assigning tickets, inventory management or answering phones. The Service Manager will need to be onsite generally in order to complete these tasks.

Role and Responsibilities

• Manage performance of service tickets and monitor Service board, assign new tickets to ensure SLAs are met
• Responsibility for identifying, prioritizing, and resolution of IT service request
• Monitor day to day activities, meeting timelines
• Inventory Management for Service team, tracks and secures inventory and equipment
• Closely work with Engineers to ensure task and tickets are completed timely
• Maintains knowledge of customers and service level agreements
• Answer incoming main phone line, direct calls to the appropriate party
• Receive and Prepare shipments and mail
• Other duties as assigned

Preferred Skills and Qualifications

• Strong communication skills both with writing and on the phone
• Must have a working knowledge of common information technology systems and terms
• Ability to work across teams and departments, cooperatively as a team, often
• Experience such as a business administrative position or office manager. Prior experience working on a help desk or in support preferred
• Experience automating tasks within infrastructure to ensure a better customer experience
• Ability to multitask, diagnose issues, manage detail, work quickly and be accurate
• Willingness to take ownership for job responsibilities and drive change and performance with limited direction
• Requires a customer service mindset and professionalism throughout all interactions

Qualifications and Education Requirements

High School diploma

College degree preferred, not required

Technical certifications preferred, not required

Education, Certifications or Experience are all preferred but not required for consideration.

Travel

No travel

Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to lift and small carry parcels, packages and other items, to walk short distances, and drive a vehicle to deliver and pick up materials.

The total compensation package for this position also includes medical benefits, 401(k) eligibility, Paid Time Off, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

EOE, including disability/veterans