Remote Service Manager

Job Description

Position: Remote Service Manager Department: Service and Support Reports to: Director of Operations Work Hours: 8 AM - 5 PM EST ( Eastern Standard Time ) General Summary: The Service manager’s primary responsibility is to manage the activities and responsibilities of the service delivery team. As part of this management, they will also be responsible for providing technical assistance to the team and ensuring that service and support are provided to clients at agreed-upon levels. The Service Manager reports to the Director of Operations. The Service Manager develops and refines our company's best practices.This position requires a high level of independence and strong client service and communication skills. Organizational ability is essential to keep track of all tasks, as the job involves a great deal of multitasking. Accurate and timely tracking of client work, service calls, and related documentation, including timesheets, is required. Position Responsibilities: Manage the service delivery team’s daily activities as well as the dispatch process of service requests Interface with appropriate technical personnel for client problems that cannot be resolved effectively Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements Contribute to the continuity of computer services by providing the necessary technical leadership Drive problem investigations and resolution as required Design and maintain process documentation for the service delivery team Manage the remote monitoring and management system to ensure consistency 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 Administration and Management of Remote Monitoring Tool Administration and Management of Professional Services Automation Tool To ensure that systems, processes, and methodologies are followed according to company guidelines To provide reports on an agreed schedule to Senior Management and clients Identify trends and develop strategies to support these trends Assist in the development of technical support engineers from a career perspective To build relationships with clients and participate in necessary client meetings (Pre & Post Sales) Knowledge, Skills, and Abilities: Knowledge of IT applications, processes, software, and equipment Strong organizational, presentation, and client service skills Skill in strategic planning with the ability to think ahead and plan over a 6–12-month time span Skill in planning and preparing written communications Skill in leading people and getting results with a strong client orientation Ability to multitask and adapt to changes quickly Ability to work in a team and communicate effectively Service awareness of all organizations' key IT services for which support is being provided Understanding of support tools, techniques, and how technology is used to provide IT services Professional Industry-Related Certifications Willing to work occasionally and/or be on call overtime, holidays, and weekends ITIL 4 Managing Professional (MP)Knowledge and experience in cross-functional management methods and techniques are desirable Knowledge of ConnectWise Manage a plus Credentials and Experience: Bachelor’s or associate's degree in a computer-related field, with courses in computer science OR Five + years related experience OR Equivalent combination of education and experience. Pay: Php120,000.00 - Php153,000.00 per month Benefits Flexible schedule Paid training Promotion to permanent employee Experience: ConnectWise: 2 years (Required) Work Location: Remote