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.

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!

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 communica