Service Manager

Intega IT is a boutique IT Support Company. We pride ourselves in the service and delivery that we have consistently brought to our partners in the Ottawa community since 2001.

We are looking for a tech savvy Service Manager with a focus on delivering excellent customer service to our existing clients. Reporting to the Director of Operations, the Service Manager will ensure that their team manages client queries within SLA and to the highest quality. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking, coordination of all Service Desk functions and developing proactive resolution plans. The position is identified as the primary point of contact for service issue escalations directly with customers, therefore excellent communication skills are essential.

To be successful in the role, you should have excellent technology skills and knowledge, as well as first class leadership skills for developing your team. Reviewing existing processes and identifying opportunities to fine-tune performance, are essential qualities in striving for continuous improvement of the support experience for our customers.

**Responsibilities**:
**Daily**:
Follow all company standards and procedures as currently documented.Track all work billable or not for the entire technical team.Provide an excellent example of customer service at all levels.Mentor technicians on any aspect of their position.Manage activities of all technicians.Manage the workflow of all service requests as assigned according to the company workflow procedures.Provide clients with one-to-one or one-to-many customer service as needed.Review tech timesheets to ensure they are being kept up to date in real time.Review and manage all service ticket queues as needed to ensure all requests are correctly prioritized, scheduled and moved through the system as desired.Check with each technician at the end of the day and note all issues requiring priority attention.

**Weekly**:
Review all requests for Personal Time from technicians and ensure they are on the schedule.Preview the upcoming weeks and schedule technicians to tasks as early as possible.Coordinate any onsite client visits with the technician and the client.Plan for recurring weekly meeting and draft an agenda.Review timesheets and ensure that all are submitted for approval by the close of business on the last day of the work week.Monitor and support the progress of technicians, developing written quarterly goals and performance plans.Prepare the tech schedule for the next week. Verify that technicians are aware of any changes from their normal schedule.

**Monthly**:
Review and revise previous month’s Monthly Maintenance Checklist as needed.Implement any system-wide changes to the Monthly Maintenance Checklist.Monitor weekly and monthly patching schedules and manage the process.Manage Intega’s tools, including documentation, RMM, PSA and technician access to those systems.Prepare for and attend client service review meetings alongside Intega Account Manager.

**Quarterly**:
Schedule Quarterly Reviews for each Technician in the second week of the quarter.Prepare each Technician’s Quarterly Review including their new Quarterly Goals.Plan and schedule training needs for the technicians.

**Yearly**:
Review the year and summarize successes and failures. Pay special attention to the goals agreed upon for the year.Establish goals for the year ahead.Participate in the annual company roadmap meeting.If you have budget authority, prepare your department budget for the next year.

**What you bring**:
University DegreeValid driver’s license and access to a vehicleMinimum of 5 years experience leading a service desk in an ITIL environmentSolid relationship management and performance management skills.Ability to motivate and direct the activities of direct reports and their teams.Strong customer service orientation.Demonstrated ability to create and maintain documentation with version control, effectively handle change management across medium to large organizations and to train team members on new processesExcellent understanding of a Service Desk’s performance metrics and reporting requirementsKnowledge of the following architectures: Windows Server networks, Microsoft 365 Cloud solutions, SharePoint deployments, VMware/Hyper-V virtualization and SonicWall networkingProven analytical and problem-solving abilities as well as an ability to effectively prioritize and execute tasks in a high-pressure environmentHighly self-motivated and directed.Team-oriented and skilled in working within a collaborative environment.Exceptional communication, time management and organizational skillsA positive “can do” attitude with an ability to creatively arrive at a solution

**Would be awesome if you had**:
ITIL v4 FoundationTechnical certifications including Microsoft, Datto, SonicWall or ArubaBusiness Continuit