Team Service Manager
- Full-time: $72k - $93k annually
- Benefits: 401K, Dental, Medical, Vision, Life Insurance
- Generous reimbursement for training and applicable education
What You'll Do
As a Team Service Manager, you’ll be responsible for the day-to-day operation of one of our Elite teams that handle critical issues, tickets escalated from the Help Desk, and ongoing proactive IT management tasks for a specific set of clients.
You’ll be the person who matches up the ticket with the appropriate engineer on your team, but this job is a whole lot more than assigning tasks. While you have your finger on the pulse of the team’s workflow, you’ll be their point of escalation and have opportunities to tackle some troubleshooting of your own.
You’ll have the opportunity to mold and mentor your team and be the leader that people want to follow.
Who You'll Work With
The Elite team you’ll manage consists of 4 – 8 technicians and engineers that represent different tiers of capability. You’ll be their direct supervisor and will be in communication with them throughout the day.
The Technology Advisor and Client Success Manager will join you for your weekly team meeting so that everyone can get a comprehensive view of what’s going on with each client.
You’ll get to know clients as you and your team work on issues and tasks to maintain the health of their IT systems.
You’ll meet with the other Team Service Managers weekly, but you can expect a lot of back-and-forth communication – providing ideas, encouragement, and friendly banter.
The Director of Operations will be your direct supervisor and you’ll interact frequently with other managers, department heads and leadership in the course of your work.
What Your Learning Curve Looks Like
The first thing you’ll do is learn our systems and get a good understanding of how we deliver IT services to clients. Then you’ll get familiar with our technology tools and core processes. An important part of understanding how Accent operates will be to learn how everyone works together.
You’ll get to know each person on your team and their skillsets. You’ll shadow the other Team Service Managers to learn how ticket processing flows from the Help Desk to the Elite teams and how to run your board.
Once you have a good understanding of how the management side of the Elite teams work and you’re feeling comfortable, you can jump in and start running your team with your own management style.
What Success Looks Like
When you get to the end of the day and everything has been moving along and nothing is stuck, you’ll know that you tackled the day’s challenges. Achieving a 95% client satisfaction rate will validate that your team not only solved problems, they gave people the best possible experience while doing it.
You’re proud of your team and how they focused on the task at hand while adapting to changing circumstances. Everyone helped everyone. Your team trusts you and thinks of you as a leader, not just a boss.
Who’s Perfect For This Role?
This role is for you if…
You’d be a great Team Service Manager if along with your technical expertise, you can motivate people to follow your lead. You may even have a track record as a manager, although not necessarily at a Managed IT Services Provider (MSP).
You're focused and can handle a fast pace. At the same time, you’re adaptable and don’t get flustered when something happens to change your direction. In fact, it’s times like this when your leadership and technical abilities really shine.
What makes you great at building relationships is how you communicate. People feel your genuine concern to help them.
This role is NOT for you if…
Running an Elite team is part problem-solving and part process. If you’re not very process-oriented, this is probably not a great fit for you.
At times you’re going to be pulled in different directions and have to talk with clients who might not be having their best day, so if you have a hard time remaining calm under pressure, this might not be the job for you.
Where You Can Go From Here
Expanding your knowledge and skills with training and certifications is encouraged and supported here. In fact, we’ll help you create a roadmap for your professional development.
The next step up from a Team Service Manager is a Senior Team Service Manager. Accent is a growing company and in the future there could be opportunities to advance to positions in leadership such as Director of Operations.
Johnny, Green Elite Team Service Manager
with Accent since 2017
Read how Johnny leads his team and gets support from his colleagues >>
Are You Qualified?
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 Certifications
- ITIL Foundation Cert
- ITIL Intermediate Cert
- VMware Technical Sales Professional
- Auvik Certified Professional
- StorageCraft Specialist Cert
- Barracuda Email and Web Cert
- Skill Path – Excelling as a Manager or Supervisor
- Monthly Supervisor Training and Mentorship
It’s the camaraderie. It’s the accessibility. It’s looking out for each other. It’s the concern for your personal life... All of that makes this a business where I can thrive.
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