IT Service Manager (MSP)

Company: Encore Strategic
Location: Weare
Posted on: May 8, 2024

Job Description:

Are you ready for a technical leadership role in a fast-growing, employee-oriented company? Summit IT is a tight-knit MSP that prioritizes top-tier technical integration and high-quality, proactive IT support. Our goal is to be a family-oriented, community-oriented, positive environment for our employees so they can execute best-in-class, white-glove IT services for a diverse range of clients and end-user environments. We're seeking a people-oriented Service Manager to oversee service delivery for our clients and continue mentoring our technical team. *This ad has been posted by Encore Strategic on behalf of Summit IT* We'll Provide:

• Fun, professional environment facilitated through daily communication, monthly lunches, and quarterly offsite outings
• Robust benefits package including healthcare, dental, disability, life insurance, and PTO
• Starting salary of 85K, along with profit-sharing program and performance-based bonuses
• Opportunities for continued growth supported by mature processes and sales engine
• Family-first culture that supports work/life balance What you'll do:
  • Manage the team for daily success, including daily activity, resource allocation, and providing accountability for documentation and SLAs
  • Take ownership for client satisfaction for escalated issues, communicating with team members and clients and performing root-cause analysis to ensure resolution
  • Mentor employees for success via daily communication, yearly reviews, and continuous technical/professional training
  • Build relationships with clients via client meeting participation
  • Define and review key KPIs, KB articles, and process documentation
  • Track and report metrics for projects and agreements
  • Administration of Professional Services Automation tool (ConnectWise Manage) Skills you'll need:
    • 3-5 years of experience with small business technical support, including applications, processes, software, and equipment
    • Connectwise administration experience
    • Strong positive mentality, strong communication and documentation skills, and enthusiasm for improvement and continued growth
    • Sense of ownership for client outcomes and mentoring mindset for team
    • Experience with MSP leadership, planning, and KPI's strongly preferred Next Steps:
      • Quick apply with your resume here
      • Get a head start on our application and aptitude testing process here:https://www.ondemandassessment.com/link/index/JB-DRQ6J12MC?u=1047336

Keywords: Encore Strategic, New England , IT Service Manager (MSP), IT / Software / Systems , Weare, Northeast