Head of Customer Service (Remote)

Service Manager
Department: Managed Services
Employment Type: Full Time
Location: Christo IT - Harleysville, PA
Compensation: $90,000 - $100,000 / year
Description
The Service Manager (SM) is responsible for the successful delivery of managed services to Christo IT clients. This role includes management of the Service Team, procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of service support functions. The SM works with the Client Advocate (CA) and Project Manager (PM), to ensure successful service delivery and issue resolution.
The SM's primary responsibility is to manage the activities and responsibilities of the Service Team. As a part of this management, they will also be responsible for providing technical assistance to the team and ensuring service and support is provided to clients at agreed levels. The SM develops and refines our company best practices.
This position requires a high level of independence and strong client service skills. Organizational ability is important to keep track of all tasks because 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.
The SM must also be a champion of Christo IT's core values - Live them, Promote them, Explain them!

Be Excellent
Keep the Trust
Always Be Scoring
Work Hard/ Play Hard
Own IT
Key Responsibilities
Daily
Manage and coach all members of the Service Team, including both technical and personal development
Document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Review and delegation of Backup tickets to the Service Team
Perform post-resolution follow-up to service requests and client complaints
Develop documentation and templates for both the Service Team and client end users
Ensure SLAs are being met
Review trends and recurring issues to improve service delivery
General "Quality Assurance" of all service delivery
Oversight of the daily Service Team huddle
Other tasks as assigned
Client Service
Interface with appropriate technical personnel for client problems that cannot be resolved effectively
Contribute to issue resolution by providing the necessary technical leadership and guidance
Management of service scheduling, escalation and client satisfaction
Ensure quality of service by having a thorough knowledge of technical specifications and other features of client's systems
Respond to client satisfaction issues as needed
Monthly Service Team Reporting to the clients - scheduled and automated
Operational Excellence
Manage the Service Team's daily activities as well as the dispatch process of service requests
Provide accurate reports and metrics to company management on the status and budget of on- going agreements and Service Team performance
Design and maintain process documentation for the Service Team
Drive problem investigations and resolution as required
Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices
Manage the administration of the Remote Monitoring Tool (ConnectWise Automate)
Manage the administration of the Professional Services Automation Tool (ConnectWise Manage)
Identify service trends and develop strategies to support these trends
Active role in daily management of all services calls
Ensure quality and profitable services are performed to the agreed SLA
Ability to adapt to company changes and take on additional responsibilities as needed
Team Management
Ensure that systems, processes and methodologies are followed according to company guidelines
Assist in the development of technical support engineers to encourage promoting from within the company
Attract, hire, develop and motivate staff as needed to accomplish goals and objectives
Meet regularly with the co-workers and management to ensure that proper information flows in both directions and to share experiences and other pertinent information
Maintenance of the On-Call Rotation, setup weekly and communicated with the Service Team
Onboarding of new technical support engineers
PTO Tracking and management of the Service Team
Strategy, Deployment & Management
Collaborate with Client Advocate and CEO for account management purposes, including client budgeting, forecasting, and technical recommendations
Design and enforce request handling and escalation policies and procedures with coordination of the Technical and Escalation leads
Monitor and enforce service level agreements
Analyze performance of support services activities and resolutions, identify problem areas, devise solutions to enhance quality of service and to prevent future problems
Plan and conduct performance appraisals through the scorecard and 1 on 1 reviews of support services staff, administer disciplinary action, and review raises, bonuses, and promotions with CEO
Attend training seminars to broaden knowledge of current and future support issues and technologies
Identify and implement end user training programs to increase computer literacy and self- sufficiency for the support services team
Ensure vendor compliance status with assistance from Technical Lead.
Other tasks as assigned
Skills, Knowledge & Expertise
Demonstrated progressive experience in the leadership of the Support Team
Track record of developing and adhering to Service Level Agreements, processes and procedures
Familiarity with IT concepts, customer service, and basic IT systems
Knowledge and experience in cross-functional management methods and techniques
Knowledge of IT applications, processes, software, and equipment
Strong organizational, presentation, and client service skills
Skill in strategic planning with an 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 multi-task and adapt to changes quickly
Ability to work in a team and communicate effectively
In depth service awareness of all clients key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Additional Details
Education, Knowledge & Experience
Demonstrated progressive experience in the leadership of the Support Team
Track record of developing and adhering to Service Level Agreements, processes and procedures
Familiarity with IT concepts, customer service, and basic IT systems
Knowledge and experience in cross-functional management methods and techniques
Knowledge of IT applications, processes, software, and equipment
Strong organizational, presentation, and client service skills
Skill in strategic planning with an 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 multi-task and adapt to changes quickly
Ability to work in a team and communicate effectively
In depth service awareness of all clients key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Company Expectations
Solid relationship, performance management, listening and questioning skills
Ability to motivate and direct staff members and subordinates
Strong understanding of Christo IT's goals and objectives
Exceptional written and oral communication skills
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language to non-technical staff and end users
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Highly self-motivated and directed, with keen attention to detail
Work Conditions
Willing to work occasionally and/or be on call overtime, holidays, and weekends
Ability to attend multi-day conferences in and out of state
Periodic travel to client sites
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
Lifting and transporting of moderately heavy objects, such as computers and peripherals
Performance Objectives - "How Success is Measured"
Client satisfaction and retention
Aggregate Service team utilization of 75% or greater
Meeting SLA performance objectives
Time entries approved and submitted by 10am every Monday
Ensure engineering team vendor compliance
Ensure engineering team certification requirements are met (minimum 2 approved certs annually)
Ticket SLA's met more than 85% of the time
Average Staff Utilization above 70%
Help Desk Hours per Endpoint below .8 hours
Client Satisfaction above 95%
EOS Quarterly Rocks and Weekly Commitments on time completion ratio greater that 80%
Compensation and Incentives
This is a salaried position
Health insurance, Dental Insurance, 401(k) with matching, Life Insurance
Phone Reimbursement
Wellness Reimbursement