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Career Opening: Elite Team Service Manager

What Accent Does

Accent Computer Solutions is a managed IT services provider, helping clients get the fast, friendly, frustration-free IT experience they need, so they can run their business without technology getting in the way. 

Our clients are headquartered in Southern California and range from small single-office companies, to nationwide multi-location organizations. They're in a variety of industries, like manufacturing, distribution, financial services, healthcare, logistics, HVAC, professional services, and many more.

This is a full-time role based in Southern California.

Why We Need You

We have a team approach to delivering IT services to our clients. That's why we we need you. You'll be leading an integrated team of System Engineers, Administrators and Technicians.

The main objective of this position is to maintain a cohesive team of 6 - 8 individuals that is effective, efficient and successful in customer service, reactive support, resource optimization, proactive application of standards and best practices, and driving client solutions.

Believing in our "Fast Friendly, Frustration-Free mission is critical.

What You'll Be Doing

This is a managerial position that requires technical knowledge. Communicating effectively with business executives in critical situations is required and can be frequent. Having a “Can Do Attitude” is essential. It is expected that the Manager will spend more than 75% of their time handling managerial responsibilities.

The Elite Team Service Manager will maintain a consistent schedule to provide the following services:Kenny story cta

• Provide daily metric reporting on the morning team update

• Direct escalations to the most efficient path of resolution with the right resources

• Review processes and procedures to improve CLIENT results

• Provide training and mentoring to team members

• Provide recommendations to improve service team processes and procedures

• Sets the tone for the day with a morning update delivered daily

• Supervises the team in the Weekly Team L10 Meeting

• Works with other team supervisors to develop best practices

• Perform basic H/R functions (lead, manage, accountability, time off approval, time card review,etc)

• Perform quarterly conversations and annual performance reviews

• Presents results to the company in ALL HANDS meeting as needed

Essential Duties and Responsibilities

One of the primary objectives for this position is to be the mentor for your team. This will require effective management and leadership to maintain morale and adherence to Team Accent CORE VALUES. Mentoring will include training on the ACSI monitoring/remote support tools, PSA tool training, ACSI standard product training, and client communication training.

The Team Service Manager will be responsible to make sure that communication is optimized between their service team and other service teams, departments, and clients.

The Team Service Manager will also be responsible to abide by and enforce all ACSI standard operating procedures. The Team Service Manager will also be responsible for analyzing tools to improve the performance and efficiency of the Team.

Current Tools Include:

ConnectWise

N-Able (N-Central, Report Manager, Hosted AV, Patch Management, Direct Connect, Etc.)

StorageCraft (Protech Managed Backup, Protech Backup)

SharePoint

WatchGuard Management Server and Dimension

Auvik

Image Server

Rapid Fire Tools (Network Detective, Exchange Tool)

Open DNS

Xirrus

Documentation in the company “Run Book” is essential. All procedures must be kept current and documented in the Run Book.

The Team Service Manager will discuss support metrics (open/closed tickets for previous day, current client-initiated ticket count, customer satisfaction percentage), challenges (Stucks), at risk clients (CARs) and other team issues.

 

Key Team Performance Targets:

*Same Day Resolution SLA 80[RC2] [DW3] %

*100% Health Check per month (all assigned clients)

*Client CSAT of 95%

These Qualifications Are Necessary

Education and Soft Skills

  • B.S. in Computer Science preferred
  • Excellent oral and written communication skills
  • Good analytic and problem solving skills
  • Ability to work independently with minimal supervision
  • Ability to work successfully with an integrated support team

Preferred Technical Skills

  • ITIL Foundation Cert
  • ITIL Intermediate Cert
  • VMware Technical Sales Professional\
  • Auvik Certified Professional
  • StorageCraft Specialist Cert
  • Barracuda Email and Web Cert

Performance Requirements

  • Maintains knowledge required to perform the Alpha Support Specialist position.
  • Works effectively with other members of the organization to troubleshoot client issues.
  • Participates in developing procedures and suggesting improvements to existing procedures.
  • Participates in weekly team meetings.
  • Acts as an advocate for clients within the organization.
  • Effectively escalates client issues and follows-up to make sure that the client is satisfied.
  • Documents all contact with the client in the trouble-ticketing application. Updates all information within the client knowledge base as appropriate.

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Apply Today!

Our clients deserve the best, so we're selective about who joins our remarkable team. 

If you think your values line up with ours and you'd like to join the team, send your resume to techjobs@teamaccent.com