Weston Technology Solutions is a leading Managed Service Provider (MSP) specializing in delivering top-notch IT services to our clients. We pride ourselves on providing exceptional customer support, reliable, secure and innovative solutions, and a collaborative work environment.
As the IT Service Manager, you will play a pivotal role in ensuring the success of our service delivery team on a daily basis. Your primary focus will be on coaching and developing team members to excel in their roles, deliver outstanding customer experiences, and contribute to the growth of our business.
Benefits
Competitive salary and performance-based bonuses
Comprehensive health, dental, and vision insurance
Simple IRA retirement plan with company match
Professional development opportunities
Responsibilities
Team Leadership and Development:
Lead, mentor, and drive a team of service professionals, including technicians, engineers, and support staff
Foster a positive and collaborative team culture that encourages continuous learning and professional growth
Conduct regular one to one review meetings and provide constructive feedback to team members
Identify training needs and create development plans to enhance team skills
Service Excellence:
Ensure timely and effective resolution of client issues, incidents, and service requests
Hold team accountable to maintain high service levels and meet SLAs. Monitor and review KPIs with team
Implement best practices for incident management, problem resolution, and service delivery
Champion a customer-centric approach in all interactions
Process Improvement:
Continuously assess and improve service delivery processes
Identify bottlenecks, streamline workflows, and enhance efficiency
Implement industry standards and frameworks (e.g., ITIL) to optimize service operations
Client Relationship Management:
Build strong relationships with key clients
Understand their business needs and align service offerings accordingly
Proactively address client concerns and ensure satisfaction
Coaching and Training:
Coach team members on technical skills, customer service, and professional development
Conduct regular training sessions to enhance knowledge and expertise
Encourage a growth mindset and foster a learning culture
Qualifications
Bachelor's degree in a relevant field (Computer Science, IT, Business, etc.) or equivalent experience
Proven experience in managing service delivery teams within an MSP environment
Strong leadership, communication, and interpersonal skills
Familiarity with ITIL principles and best practices