IT Service Manager - Southfield MI

Applied Innovation seeks a highly technical MNS IT Service Manager to join our Managed Network Service team.  The IT Service Manager’s primary role is developing a team of technicians to service Applied Innovations’ clients. This is a hands-on role, managing a team of technicians through various functions per Team, and requires in-depth technical knowledge to ensure that tickets are handled from inception to remediation within the Team structure. This role will be required to be involved in the handling of service requests and projects when demand requires it.

Requirements include:
 

• Bachelor’s Degree in an IT-related field or equivalent.
• Excellent communication skills.
• Strong problem-solving and troubleshooting skills.
• Experience in PC, MAC, and server operating system environments
• Possess working knowledge of Microsoft Office tools, including Office 365, Outlook, Excel, and Word
• Active directory administration, Exchange (On-Premise and Online), Web content filtering, Anti-virus tools, DNS and DHCP, wired and wireless network connectivity, server administration, and network storage devices
• Excellent customer service skills are essential.
• Must be dependable, professional, organized, detail-oriented, and able to perform multiple tasks simultaneously.
• 5+ years of management experience in the IT industry.   

Essential functions:

• Managed day-to-day personnel of all technicians who form the team.
• Providing individual and team training and mentoring.
• Consistent One-on-ones and team meetings are held on a regular cadence.
• Monitor the service board and team members’ ticket activity frequently to ensure we provide the client with “Fast, Friendly, and Amazing” service.
• Oversee the management of the Team Ticketing Board.
• Provide availability to Team technicians for questions and support.
• Handle support calls when the call load is heavy. 
• Ensure team processes are aligned with achieving committed SLAs and KPIs. 
• Oversee the remote monitoring and escalation of issues as necessary. 
• Provide oversight on the creation and execution of works performed by external vendors regarding alerts outside of regular hours.
• Work with the vCIO team to review account performance and enhance service delivery.
• Providing management oversight to other PODs as and when needed.

Applied Innovation offers a full benefit program that includes medical, dental, life, short-term disability, 401(k), paid vacation, paid holidays, and opportunity for advancement.
 

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