Service Manager- It

**GENERAL SUMMARY**:
The Service Manager’s primary responsibility is to manage the activities and responsibilities of the Internal IT/Managed Service Provider teams. As part of this management, the Service Manager will also be responsible for providing technical assistance to the team and ensuring service and support is provided to clients at the agreed-upon levels. The Service Manager works closely with the IT Principal to develop and refine company best practices.

The position requires a high level of independence and strong client service skills. Organizational ability is important as the job requires a great deal of multi-tasking. Accurate and timely tracking of client work, service calls and related documentation, including timesheets, is required.

**POSITION RESPONSIBILITIES**:

- Manage the Internal IT/Managed Service Provider teams’ daily activities as well as the dispatch process of service requests;
- Interface with appropriate technical personnel for client issues that cannot be resolved effectively;
- Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements;
- Contribute to the continuity of computer services by providing the necessary technical leadership;
- Drive problem investigation and resolution as required;
- Develop and maintain process documentation for the Internal IT/Managed Service teams;
- Manage the remote monitoring and management system to ensure consistent and accurate reporting of client devices;
- Responsible for service scheduling, escalation and client satisfaction;
- Active role in daily management of all service calls;
- Ensure quality and profitable services are performed to the agreed SLA;
- Quote creation and development;
- Administration and management of remote monitoring tool;
- Administration and management of professional services automation tool;
- Ensure that systems, processes and methodologies are followed according to company guidelines;
- Provide reports on an agreed to schedule to senior management and clients;
- Identify trends and develop strategies to support these trends;
- Build relationships with clients and participate in necessary client meetings (pre/post sales and Quarterly Business Reviews);
- Responsible for procurement of hardware and software;
- Management of office facilities and phone system;
- Timesheet review;
- Work with the IT Principal in the development of performance reviews and assist in the development of technical support engineers from a career perspective;
- Additional tasks and projects as requested by the IT Principal.

**EDUCATION AND EXPERIENCE**:

- Bachelor’s or Associate degree in computer-related field with courses in computer science; or
- Minimum 3 years related experience; or
- Equivalent combination of education and experience;
- Experience working in Managed IT Services environment is a bonus
- Professional IT certification such as: Microsoft Certifications, Firewall Certifications (Fortinet (NSE), Cisco CCNA), or VMware Certification (VCP) is a plus;
**KNOWLEDGE, SKILLS AND ABILITIES**:

- Knowledge and experience in cross-functional management methods and techniques;
- Service awareness of 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;
- Skilled in leading people and getting results with a strong client orientation;
- Excellent verbal and written communication skills;
- Strong time management and organizational skills;
- Active listener with strong analytical and problem-solving skills;
- Ability to multi-task and adapt to changes quickly;
- Ability to prioritize and meet deadlines;
- Ability to work in a team and communicate effectively;
- Willingness to work overtime and/or be on call occasionally for holidays and weekends.

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off
- Tuition reimbursement

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Information Technology: 3 years (required)