Job Title: IT Service Manager - Managed Services

Location: Suwanee, GA

Reports to: Operations Manager

We are seeking an IT Service Manager that will drive day-to-day operations with a focus on processes and related business systems integration and automation. The position leads several technical departments within the company by mentoring, educating, and empowering teams to drive execution of service in a Managed Service Provider enviroment. The ideal candidate would develop an environment of learning and sharing to maintain high levels of service and expertise. In this role, you will manage issues and incidents, oversee the IT staff, ensure smooth change, implementation, and cultivate good connections with our clients. You will also ensure that all IT services run smoothly and efficiently and align with our Company’s organizational goals.

Essential Duties and Responsibilities

• Manage the Service Desk—aid employee development, uphold the company’s core values, and ensure the team is staffed and equipped to provide extraordinary customer service
• Use key metrics, and client surveys to measure success and identify areas for improvement
• Work with other internal teams, as needed, to ensure high overall quality of service and client satisfaction
• Maintain and meet applicable regulatory requirements
• Ensure all tickets are resolved quickly and correctly, review and maintain ticket volume and data entry accuracy
• Communicate customer/call concerns to management team
• Participate in strategy and consulting meetings on technical matters –for company and client interests
• Bring fresh ideas and brainstorm with marketing team to expose new prospects to our brand
• Support the sales and account management teams by developing marketing materials to drive organizational goals
• ConnectWise board management
• Provide primary customer satisfaction
• Department scheduling
• After hours on-call support

  
  

  Must Have

  • 5+ years’ experience working in a technical capacity within an MSP/CSP environment
  • Must have an MSP or CSP
  • 2+ years managing and leading teams
  • B.S. degree in related field is preferred, but not required
  • CompTIA A+, Security+. CCNA/Network+ certifications – required
  • External customer service experience – required
  • Ability to communicate technical information, both verbal and written, to a wide range of users and ability to multi-task and adapt while maintaining a clear focus on priorities
  • Good IT Management experience

     

     

    Why work with Us?
    

• Competitive Salary
• Medical, Dental and Vision Insurance
• Company-paid Life/AD&D Performance-based service metrics
• Paid holidays
• One week + 2 personal days PTO first year, expanded plan after that
• Career advancement opportunities and career planning/certifications
• Incentive Plan for Employee and Client Referrals
• Technical certification & leadership training

MIS Solutions is a leading Managed IT Services firm specializing in providing comprehensive technology solutions to businesses of all sizes. With a proven track record dating back to 1995 of excellence and a commitment to innovation, we help our clients streamline their IT operations, improve efficiency, and drive business growth. Join our dynamic team and be a part of a company that's shaping the future of IT services.