Service Manager

Full-Time

Exempt

Why Entech?

Entech is a rapidly growing Managed IT Support Services organization looking for talented individuals to join our team!

With 25 years of enabling people to do what matters, Entech has developed a culture where we do what is right, we win as a team, and we build and value great relationships with our employees, clients, and the community. Being part of Entech means you become part of our family where we strive to provide you opportunities for growth, fun environments, team building, and of course, technology. With multiple offices throughout Southwest Florida in Fort Myers, Naples, and Bradenton, we invite you to become part of our tradition of doing what matters and look forward to your application!

Position Summary

The Service Manager is responsible for leading teams in delivering unparalleled customer service using our core values as guiding principles. Responsible for building, cultivating, and maintaining client relationships by exceeding Entech’s customer service standards.

Essential Duties and Responsibilities

• Managing the Service Desk Team: You will be responsible for managing a team of service desk technicians and ensuring that they are properly trained, coached, and mentored. You will be responsible for hiring and evaluating staff and ensuring that they have the necessary skills and knowledge to provide excellent technical support and customer service.
• Ensuring High-Quality Service Delivery: You will be responsible for monitoring service delivery and ensuring that client needs are met in a timely and efficient manner. You will be responsible for identifying areas for improvement and implementing changes to improve service delivery.
• Reporting and Analysis: You will be responsible for producing reports and analysis of service desk performance, identifying trends, and making recommendations for improvements including; SLA Compliance, Client Satisfaction, Service Department Contribution (W2 multiple), Agreement Efficiency and Billable Non-Recurring Revenue Labor Hours.
• Incident and Problem Management: You will be responsible for managing the incident and problem management process, ensuring that issues are properly logged, investigated, and resolved in a timely and efficient manner.
• Perform regular scheduled 1 on 1’s and reviews for assigned direct reports.
• Build and maintain engineer growth plan to ensure proper staffing and specialties.
• Review and approve timecards for direct reports.
• Ensure appropriate training initiatives are in place to assist the organization in meeting its technical and vendor goals.
• Adheres to Entech's HIPAA and information security policies.
• All other duties as assigned.

Required Skills and Abilities

• Strong leadership and management skills with ability to motivate staff.
• Understanding a profit & loss statement, balance sheet, and any other similar financial modeling tools.
• Ability to maintain budgets.
• Strong customer service skills with demonstrated success managing and interacting with clients.
• Excellent verbal and written communication skills and the ability to interact effectively at all levels of management
• Thorough understanding of company policies and practices.
• Comprehensive knowledge of information systems technology subjects and extensive knowledge of hardware and software with the ability to keep abreast of new technologies.
• Ability to read and interpret documents, write routine reports and correspondence, and speak effectively in English.
• Ability to perform advanced math computations.
• Ability to apply common sense and understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to maintain composure and handle stressful situations.
• Detailed Oriented with the ability to multitask and prioritize assigned projects.
• Strong organizational and presentation skills.
• Skill in planning and preparing written communications.
• Ability to multi-task and adapt to changes quickly.
• Proficient in Microsoft Office environment (Outlook, Word, and Excel)

Education and Experience

• Bachelor’s Degree and minimum of 2 years in management or 5 years equivalent work experience.
• Two to three years working in a Technical Support/Service Desk environment preferred.

Certifications and Licenses

• CompTIA Security+
• ITIL Foundations
• CompTIA Project+

Benefits:
Free Medical Insurance
Additional Employer Paid Medical Options
Fully Vested 401(k) Match
Flexible Time Off (an unlimited amount of paid time off days)
Free $10,000 Life Insurance Policy
Six Paid Holidays – PLUS Black Friday!
Flexible Schedule Options
Fun Employee Events – Yearly Culture Building Events

Options available for dental, vision, accident, hospital, short term disability, long term disability, and additional life insurance.

Entech is an Equal Opportunity Employer. Entech participates in E-verify for all employees.

This position requires the passing of a level 2 background check as well as a pre-employment drug screening. A valid driver’s license is required for this position.