IT Service Manager

Weston Technology Solutions is a leading Managed Service Provider (MSP) specializing in delivering top-notch IT services to our clients. We pride ourselves on providing exceptional customer support, reliable, secure and innovative solutions, and a collaborative work environment.

As the IT Service Manager, you will play a pivotal role in ensuring the success of our service delivery team on a daily basis. Your primary focus will be on coaching and developing team members to excel in their roles, deliver outstanding customer experiences, and contribute to the growth of our business.

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• Simple IRA retirement plan with company match
• Professional development opportunities

Responsibilities

Team Leadership and Development:

• Lead, mentor, and drive a team of service professionals, including technicians, engineers, and support staff
• Foster a positive and collaborative team culture that encourages continuous learning and professional growth
• Conduct regular one to one review meetings and provide constructive feedback to team members
• Identify training needs and create development plans to enhance team skills

Service Excellence:

• Ensure timely and effective resolution of client issues, incidents, and service requests
• Hold team accountable to maintain high service levels and meet SLAs. Monitor and review KPIs with team
• Implement best practices for incident management, problem resolution, and service delivery
• Champion a customer-centric approach in all interactions

Process Improvement:

• Continuously assess and improve service delivery processes
• Identify bottlenecks, streamline workflows, and enhance efficiency
• Implement industry standards and frameworks (e.g., ITIL) to optimize service operations

Client Relationship Management:

• Build strong relationships with key clients
• Understand their business needs and align service offerings accordingly
• Proactively address client concerns and ensure satisfaction

Coaching and Training:

• Coach team members on technical skills, customer service, and professional development
• Conduct regular training sessions to enhance knowledge and expertise
• Encourage a growth mindset and foster a learning culture

Qualifications

• Bachelor's degree in a relevant field (Computer Science, IT, Business, etc.) or equivalent experience
• Proven experience in managing service delivery teams within an MSP environment
• Strong leadership, communication, and interpersonal skills
• Familiarity with ITIL principles and best practices
• Passion for coaching and developing team members