This site uses cookies. To find out more, see our Cookies Policy

Service Manager in Waynesboro, VA at TECHEAD

Date Posted: 2/15/2018

Job Snapshot

  • Employee Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

General Summary:

This position provides technical assistance to the team.  Role requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks. Accurate and timely tracking of client work, service calls, and related documentation including time-sheets is required.

Position Responsibilities:

  • Manage the service delivery team’s daily activities as well as the dispatch process of service requests

  • Interface with appropriate technical personnel for client problems that cannot be resolved effectively

  • Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements

  • Contribute to the continuity of computer services by providing the necessary technical leadership

  • Drive problem investigations and resolution as required

  • Design and maintain process documentation for the service delivery team

  • Responsible for service scheduling, escalation and client satisfaction

  • Ensure quality and profitable services are performed to the agreed SLA

  • Administration and Management of Remote Monitoring Tool (Kaseya, N-able, LabTech, etc.)

  • Administration and Management of Professional Services Automation Tool (ConnectWise)

  • To provide reports on an agreed schedule to Senior Management and clients

  • To build relationships with clients and participate in necessary client meetings (Pre & Post Sales)

Knowledge, Skills, and Abilities:

  • Knowledge of IT applications, processes, software, and equipment

  • Strong organizational, presentation, and client service skills

  • Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span

  • Skill in leading people and getting results with a strong client orientation

  • Ability to multi-task and adapt to changes quickly

  • Service awareness of all organizations key IT services for which support is being provided

  • Understanding of support tools, techniques, and how technology is used to provide IT services

  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCITP, Citrix CCEA or CCIA, SonicWALL CSSA, Cisco CCNA, or VMware VCP a plus

  • Willing to work occasionally and/or be on call overtime, holidays, and weekends


  • Bachelors or Associates degree in computer-related field, with courses in computer science consider 5-8 years experience without education

  • Three to eight years related experience


  1. Administrative Jobs
  2. Bookkeeper Jobs