Position Name: Service Manager
Reports to: Associate Director of Support
Location/Type: Remote
Atlas Technica's mission is to shoulder IT management, user support, and cybersecurity for our clients, who are hedge funds and other investment firms. Founded in 2016, we have grown 100% year over year through our uncompromising focus on service.
We value ownership, execution, growth, intelligence, and camaraderie. We are looking for people who share our Core Values, thrive, and contribute to this environment while putting the customer first. At Atlas Technica, we offer a competitive salary, comprehensive benefits, and great perks to our global Team. We strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members. Join Atlas Technica now!
As a Service Manager, your primary goal will be to ensure high-level service delivery for Atlas clients by proactively managing service operations and client satisfaction. You will be responsible for monitoring and reviewing ticketing systems, analyzing reports, ensuring timely engineer time entry, and addressing regional issues. Additionally, you will work closely with relevant managers to resolve VIP client problems effectively. This role also involves demonstrating the value of Atlas service delivery through the creation of reports and presentations.
Responsibilities:
- Oversee and review the ticketing system, ensuring tickets are appropriately classified, assigned, and resolved within SLAs.
- Monitor engineers' time entries for accuracy and efficiency in service delivery.
- Analyze service reports and ticket trends to identify recurring issues and areas for improvement.
- Proactively manage regional service issues and escalate concerns to the appropriate teams or managers.
- Address service challenges for VIP clients, ensuring a high-touch, white-glove experience.
- Work closely with technical teams and leadership to resolve service gaps and enhance overall client satisfaction.
- Develop and present reports showcasing the effectiveness and value of Atlas service delivery to stakeholders.
- Conduct periodic service reviews with clients, providing insights and recommendations for improved IT service management.
- Ensure adherence to internal processes and industry best practices in service management.
- Maintain clear communication with internal teams and clients regarding service updates and ongoing initiatives.
- Measure and maintain end user satisfaction.
Requirements:
- Strong understanding of IT service management principles and best practices.
- Familiarity with ticketing systems (e.g., ConnectWise Manage or similar tools).
- Excellent organizational skills with the ability to manage multiple tasks and priorities.
- Strong analytical skills to assess reports and service metrics effectively.
- Exceptional communication and interpersonal skills, including experience in client-facing roles.
- Ability to handle escalations and work collaboratively with cross-functional teams to drive issue resolution.
- Experience in producing professional reports and presentations for executive-level stakeholders.
- Self-motivated, detail-oriented, and capable of working in a fast-paced, remote environment.
- Proficiency in Microsoft 365, ITSM tools, and cloud-based service platforms.
Desirable Qualities:
- Experience in the MSP (Managed Service Provider) industry.
- Previous experience in a service management, client success, or IT operations role.
- Experience with PowerBI.
- ITIL certification or experience with ITIL frameworks.
- Familiarity with enterprise environments, particularly financial services or hedge funds.
- 3+ years of experience in IT service management, operations, or a related field.
