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Manager, Services
Manager, ServicesLanspeed • Little Rock, AR, US
Manager, Services

Manager, Services

Lanspeed • Little Rock, AR, US
[job_card.30_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Service Manager

Mission : Ensure clients are happy, employees have career satisfaction, and the service side of the business is performing at or above agreed upon KPIs and achieving specific financial performance metrics.

The Service Manager is responsible for leading the entire service side of the company. Two core departments report to the Service Manager : Managed Services and Strategic Services. The Service Manager is tasked to work with leadership to evolve existing KPIs and metrics by which the company and each individual team member will be empowered and held accountable. The expectation is for the Service Manager to produce, maintain, and provide to the leadership team : daily, weekly, monthly, quarterly, and annual reports and dashboards. Further, the set of KPIs, metrics, reports, and dashboards need to continually be evolved and maintained to grow as the business grows.

Vision For Success

  • Demonstrates strong organizational leadership and is a trusted advisor, teammate, and member of the leadership team.
  • Leadership team receives sound insight regarding the goals of the Managed Services and Strategic Services departments, and the resources needed to meet departmental and company goals.
  • Communications on departmental and company objectives are regularly made to employees, peers, and leaders in the organization.
  • Oversee the Managed Services and Strategic Services team so they are effective and efficient
  • Projects are completed on time and within budget.
  • The ratios associated with revenue and costs are analyzed to maximize resources effectively.
  • Company is meeting or exceeding gross margin goals.
  • Customer experience is exceptional and fosters client happiness and retention.
  • Employees are happy, met with routinely, and have a current development plan.
  • A positive collaboration between sales and service allows for capacity to seamlessly absorb new business.
  • Research and development provide appropriate updates to the technology products and services the company delivers.
  • Recursively elevate and improve this role, job description, and KPIs in order to do the same for all subordinate roles and therefore the entire company.
  • Evolve and enforce a system of empowerment and accountability with associated measures of success.

Responsibilities

  • Partner with Leadership to plan and execute strategic initiatives.
  • Fulfill the role of the service leader by :
  • Developing and communicating vision
  • Establishing protocols, goals, metrics, and holding others accountable
  • Being an effective role model, lead by example
  • Inspiring and motivating others
  • Delegating appropriately and empowering others
  • Frequently evaluate and analyze business productivity, performance and financial results of the Managed Services and Strategic Services teams.
  • Develop and monitor the service and project delivery workflows, processes and documentation.
  • Maintain an understanding of the managed services industry, including technology and vendor relations.
  • Oversee the technology stack of products and services to ensure they are relevant and achieving goals.
  • Oversee and direct RMM / NOC / SOC / automation initiatives including AI integration and utilization.
  • Facilitate routine team meetings, to include metrics and service review.
  • Manage service team members by :
  • Coaching.
  • Resolving client issues.
  • Creating personal development plans.
  • Reviewing and approving time sheets.
  • Conducting or facilitating individual meetings with each direct report at least monthly.
  • Participate in recruiting activities for new hires including role and scorecard creation and development.
  • Develop and maintain a robust documentation, training and education program for the service department.
  • Ensure the company has a positive relationship with all clients.
  • Understand our clients' varied business needs and ensure they receive promised service delivery and appropriate technology recommendations to improve their business.
  • Refine and streamline the process which starts with a client recommendation and ends when a project is invoiced. Build reliable, forecastable, and repeatable project revenue processes achieving financial KPIs.
  • Conduct or delegate onsite business review meetings at regular intervals.
  • Ensure a thorough and smooth onboarding process is implemented with all new clients.
  • Examine client invoices for appropriate billing and documentation.
  • Other duties as requested.

    • Possible KPIs : Gross profit margin, monthly project revenue, team and individual utilization, billable hours, invoiceable hours, overhead hours, tickets open rate, ticket completion rate, CSAT, NPS, renewal / churn rates, first call resolution, time to resolution, hours per ticket, ticket escalation rate, closed ticket bounce back rate, SLA compliance, time and hours to onboard and offboard clients, internal documentation and process adherence, time card adherence, time to first time entry, revenue per client, contract profitability, cost per ticket, profit margin per service line, critical incident response time, compliance audit pass rate, patch management success rate, end point monitoring percentage, certification achievement, and more.

    Qualifications

  • A Bachelor or Associates degree in a computer-related field or relevant work experience.
  • Knowledge of IT support processes and procedures, especially from an MSP perspective
  • Minimum of 4 years of management experience.
  • Knowledge and understanding of relevant technologies, solutions, troubleshooting and support
  • Familiarity with the managed services industry.
  • Experience leading a tiered structure of service delivery.
  • Excellent leadership capabilities including problem solving, delegating appropriately, conflict resolution and motivating others.
  • Strategic skills, including forward thinking.
  • Excellent prioritization, organization, and time management skills.
  • Ability to show empathy and effectively coach employees to perform at their best and happiest.
  • Stays humble and practices vulnerability by being aware of what we do well and where to improve.
  • Honest, full of integrity and dependable.
  • Possess a genuine desire to help others and cultivate teamwork across the organization.
  • Takes ownership of all tasks and is committed to high quality results.
  • A track record of self-improvement and continuous learning.
  • The ability to seamlessly adapt to changes quickly.
  • Good sense of humor, having fun in pressure-filled moments.
  • Positive attitude.
  • Communication skills : telephone skills, active listening and customer-care.
  • Knows when it's important to work at a great pace for extended duration including after hours.
  • Ability to make decisions in matters of significance.

    • Location

    This is a fully remote position, prefer candidates in our On-site service region of Orange County CA through San Luis Obispo County CA

    Benefits

  • Medical
  • Dental
  • Vision
  • Life and AD&D
  • PTO : Holidays, Sick, Vacation
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