IT Service Manager

DigaCore Technology Consulting•Lakewood, NJ

7d•$130,000 - $150,000

About The Position

The Service Manager is responsible for overseeing the Helpdesk Service Department, ensuring smooth day-to-day operations, delivering high-quality service, and fostering a positive team culture. This role requires strong leadership, problem-solving skills, and the ability to balance immediate service needs with long-term improvements.

Requirements

5-7 years of proven experience in IT service management or a related field, with a demonstrated ability to lead teams effectively.
Strong analytical skills and experience interpreting data to drive performance improvements.
Excellent communication skills, particularly when dealing with high-priority client interactions.
Ability to manage escalations with professionalism, meeting both team and client expectations.
Skilled in multitasking and prioritization, particularly in fast-paced, dynamic environments.

Responsibilities

Oversee daily operations of the Helpdesk team to ensure quick response times and efficient service delivery.
Monitor performance metrics like response and resolution times, as well as customer satisfaction (CSAT), to drive ongoing improvements.
Ensure the team is properly resourced to manage service ticket volume and address escalations effectively.
Serve as the primary point of contact for high-priority incidents, ensuring rapid resolution and clear communication with stakeholders.
Lead and support Pod Managers to optimize team performance and service delivery.
Create and maintain a collaborative, positive environment that fosters growth and professional development.
Conduct regular one-on-one meetings with direct reports to offer feedback, discuss career goals, and provide guidance on career progression.
Oversee talent development and ensure a clear career path and structured promotion opportunities for team members.
Communicate clearly with VIP clients and executives, translating complex technical issues into understandable solutions.
Lead de-escalation efforts in sensitive client situations, maintaining a professional and solution-oriented approach.
Work closely with other departments to ensure smooth transitions from projects to service operations.
Regularly evaluate and refine service processes to ensure they are efficient and up-to-date.
Identify and address recurring issues, collaborating with cross-functional teams to implement preventive solutions.
Participate in EOS meetings, working with the Service Director to align and execute key strategic initiatives for service growth and improvement.
Manage and update the on-call schedule to ensure the team is adequately staffed for support needs.
Make informed decisions during after-hours situations, coordinating cross-department approvals as needed.
Balance urgent tasks with long-term goals, prioritizing effectively to meet the needs of both the team and clients.