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Job Description
The IT Service Manager is responsible for overseeing all aspects of IT service delivery and project execution for our client. This role manages all incoming client service requests, coordinates technical support staff to ensure timely and effective resolution, and partners with project technicians to plan and execute IT projects in accordance with our client s sprint-based project management methodologies. The IT Service Manager ensures that all service tickets, documentation, and time records meet the organization s high standards and provides guidance, coaching, and corrective directions to technical staff when standards are not met. Additionally, this role plays a key role in driving continuous improvement initiatives to enhance service quality, operational efficiency, and client satisfaction The ideal candidate consistently advocates our client values, including competence, integrity, enthusiasm, cooperation, and trustworthiness
Work Environment:
This position is primarily an office-based role at the Client location in Watsonville, CA, with occasional travel to client sites as required. The position involves close collaboration with both technical and non-technical team members, in a fast-paced, customer-focused environment.
Qualifications:
Excellent written and verbal communication skills, with the ability to interact professionally with both technical and non-technical stakeholders Proven experience managing IT service desks, ticketing systems, and service-level agreements (SLAs) to ensure timely and high-quality client support Proven experience of IT infrastructure, including networks, servers, cloud services (Microsoft 365, Azure, Google Workspace), cybersecurity, and end-user systems. Demonstrated ability to coordinate and lead technical support staff, allocate resources effectively, and prioritize incoming client requests in a fast-paced environment Minimum of 5 years of progressive experience in IT service delivery, technical support, or managed services environments, with at least 2 years in a leadership or supervisory role Bachelor s degree in information technology, Computer Science, or a related field, or equivalent combination of education and hands-on IT management experience Experience managing and supporting IT projects using Agile or sprint-based planning methodologies, including task tracking, timelines, and resource coordination Strong analytical and problem-solving skills, with the ability to identify service delivery gaps and implement process improvements Comfortable working in an office-based, collaborative environment while managing competing priorities and deadlines
Key Responsibilities:
Oversee all IT service delivery operations, ensuring client requests are received, prioritized, and resolved in accordance with established service standards and SLA Manage the daily operations of the service desk, including ticket intake, assignment, escalation, and resolution across technical support staff Coordinate and lead technical support and project technicians, ensuring proper workload distribution and efficient use of resources Plan, manage, and oversee IT projects using Agile/sprint-based methodologies, ensuring projects are delivered on time and within scope Preserve the integrity and accuracy of the data in the organization s ticketing system, security systems, project management processes, and planning process Monitor service performance metrics and quality indicators, identifying gaps and implementing corrective actions or process improvements Serve as the initial point of contact for existing clients who request service and potential clients who inquire about products and service offerings Serve as an escalation point for complex technical issues, client concerns, and service delivery challenges Collaborate with leadership to align service delivery with business goals and client expectations Ensure compliance with state of California regulations and industry standards Prepare and participate in regular planning, service analysis, and metrics review and delivery meetings We Are an Equal Opportunity Employer
