IT Service Manager Share:

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