Job Title: IT Services Manager (Comms)
Job Category: Service and Support
Department/Group: Service
Travel Required: no
Location: Saginaw
Position Type: Full-time
HR Contact: Heather Yackel
ROLE AND RESPONSIBILITIES
The Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Manage the Communications Engineering team’s daily activities
• Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team
• Improve usage of IT Support resources and increase productivity of the team
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Act as a single point of contact to the customer for all types of service requests
• Coordination of all IT support groups to ensure maximum utilization of billable resources
• Pre-process service requests as they arrive through email, manual entry, or direct customer input
• Schedule internal and field technical resources on the ConnectWise dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
ADDITIONAL DUTIES AND RESPONSIBILITIES
• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT Support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager
• Responsible for entering time and expenses in ConnectWise as it occurs
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service tickets into ConnectWise
KNOWLEDGE, SKILLS, AND/OR ABILITIES REQUIRED
• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer care
• Ability to multi-task and adapt to changes quickly
• Improve usage and increase productivity of IT support resources
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with ability to work in a fast pace environment
ENVIRONMENT
• Typical office setting
PHYSICAL DEMANDS
• Light duty; with no lifting of excess of 25 lbs.; frequent computer and phone usage
HOURS
• 40 hours per work week with additional time as may be required to perform his or her responsibilities as the projects may dictate to complete tasks or as directed by management.
OTHER DUTIES
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Approved By: Updated: 1/19/17 Heather Yackel
