Job Opening: Service Manager (San Diego)
Posted on | December 20, 2011 | No Comments
We’re Hiring! If you live in the San Diego area and are looking for a fast paced, energetic and rewarding work environment and can fulfill the duties and requirements listed below, please use the online application below or e-mail us your resume and cover-letter at resumes@krns-inc.com
Job Opening: Service Manager (San Diego)
Job Definition:
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment. The service manager is responsible for managing and overseeing all aspects involved with continued success of our service deliverables. Service deliverables are to be performed by service and project teams as well as monitoring resources, in-house and out-sourced respectively. Continued success is defined and determined by a standard of excellence in the areas of profitability, consistency, agreement compliance and technology implementation best practices. To fulfill these standard of excellence areas the service manager must focus on energies and program efforts that cause positive results. The service manager is responsible for delivering status reports on the businesses KPI’s weekly, monthly and annually. The Service Manager reports directly to the General Manager. Technical training for the service and project teams is to be handled and coordinated by the service manager.
Job Duties:
1. Document policies and best practices for service deliverables, including but not limited to: SLA for all service tickets, benchmarks for service team utilization, standard technology deployment best practices, training guide and path for technical team members.
2. Audit all open service tickets for out of compliance countermeasures
3. Handle escalation of support and service engineers that meet minimum thresholds
4. Triage resources for best success of deliverables
5. Collaborate and organize technology efficiencies and tools to be utilized throughout the organization
6. Manage budget, resources, age, expediencies of all open service and support requests
7. Manage the service provided to our clients on-site and in-house
8. Manage the internal technical activity of each engineer
9. Manage and monitor profitability of each service instance, to be measured as an average in weekly reporting
10. Monitor and manage profitability and service deliverables for each agreement, to be measured as an average in each monthly report; **average to be derived from individual agreement information (ie. drilldown information)
Job Requirements:
3-4+ years of managerial experience in technology implementations. Must include all aspects of project phases.
5+ years of network engineering and systems administration experience in Windows production environment required.
Significant experience with and understanding of business metrics and how it relates to profitability.
Superior communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relationships among all levels of an organization.
Excellent organizational and time/task management skills are required.
Experience with business collaboration tools such as Outlook, Excel, Visio, MS Project essential.
A Bachelor’s degree in business administration, computer science or equivalent work experience is required
Microsoft Certification
Experience with Zenith, Kaseya and/or Connectwise PSA a plus
Apply Link: https://insperity.ats.hrsmart.com/cgi-bin/a/highlightjob.cgi?jobid=71264
-
Location: San Diego
-
Compensation: 65k-90k
-
Principals only. Recruiters, please don’t contact this job poster.
Comments
Leave a Reply