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Information Technology Service Department Manager
at SMART IT Services, Inc.
Sterling Heights, MI

Information Technology Service Department Manager
at SMART IT Services, Inc.
Sterling Heights, MI

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Job Description

The Service Manager is responsible for ensuring high quality, consistent technical customer support, and ensuring technical support service levels are being met or exceeded. It will be their job to execute industry best practices, such as ITIL, to ensure high customer satisfaction. The Service Manager will be responsible for monitoring and maintenance of SLA’s, KPI’s, and success metrics. This is a management position, and will be responsible for performing staff evaluations and is expected to be capable of providing escalation support and coordination, with some 24/7 environments. This candidate must be able to create and improve standard operating procedures, develop/maintain systems and train Service Desk team members. This position will be the primary internal resource for our engineers when they are unable to resolve an issue or need assistance with problem resolution. In addition, this position will help to maintain accurate and up-to-date documentation of client systems as well as our network. The Service Manager is expected to be the champion of our key business applications. This candidate is a member of the leadership team.

The successful Service Manager must possess excellent customer service, troubleshooting and leadership skills and will work to achieve target utilization levels of the Service Desk team.


Manage all Service Desk activities.

Promote and oversee that the highest standards of customer service and core values are kept with the service team.

Continually improve the Service Desk strategy, based on company objectives.

Executes ITIL components, including but not limited to incident management, request fulfillment, service desk, service catalog, and service reporting.

Manage the dispatch process of Service Desk incidents and appointments to ensure full utilization of technical resources.

Responsible for quality assurance review of service tickets and time entries.

Communicate with all parties in a constructive manner to guarantee customer expectations are met.

Responsible for driving internal improvements in processes and procedures for the Service team to increase productivity and profitability. Must design and maintain process documentation for the Service Desk team.

Ensuring that risks are identified, communicated, and mitigated and that services are delivered successfully through to production.

Responsible for our core business applications. Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions.

Understand overall Service Desk objectives, as well as the role and function of each team member.

Manage the development of the team by ensuring that daily tasks, activities and Annual Technical Training Roadmap are in line with their career interests.

Keeping documentation of all client IT information up-to-date and accurate.

Administers 24x7 on-call paging system, generates reports, organizes escalations, and publishes on-call schedules and procedures.

Needs to be available for off hour emergencies as needed.

Responsible for accurately entering time and expenses as occurred.

The Service Manager is a member of the leadership team and will be required to join the regularly scheduled meetings associated with this team.

Responsible for being part of the team for recruiting, interviewing, hiring and terminating employees as needed.

Identify areas for improvement and make constructive suggestions for change in the company.

Continually seek opportunities to increase customer satisfaction and deepen customer relationships.

Drive problem investigations and resolution as required.

Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.

Develop in-depth knowledge of the products/ services catalog and how it relates to customer’s needs.

Involvement in the design and development of new services.

Conduct performance evaluations and mentor those with less experience.

Facilitate regular Service Desk team huddles/ meetings and service board reviews (weekly).

Review and approve the Service Desk team’s time and expense sheets.

Understand industry best practices and processes by completing assigned training materials and reading published resources.

Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Record work performed in activities, service tickets, project tickets or time sheet entries.

Collaborate with the President on developing an efficient and effective training program for new employees.


Team Utilization – Manage the team to achieve target utilization rates for each Service Desk role

Achieving a high level of customer (internal & external) satisfaction at all times

Ensure Service Desk team achieves assigned Annual Technical Training Roadmap


Bachelor’s or higher degree

Proven success operating within a Service Desk environment delivering excellent customer service. Demonstrated leadership skills. Knowledge of Microsoft Windows Server, Exchange, SQL, desktop operating systems, Citrix, VMware and Cisco. Must have strong knowledge of IT Service Industry. Ability to communicate with company employees at all levels.

Must have a positive attitude and be committed to our Mission, Vision, Guiding Principles, and Core Values. Must excel at operating in a fast paced, community environment. Must demonstrate the ability to look at situations from several points of view; must be able to think out of the box. A demonstrated commitment to high professional ethical standards and a diverse workplace, strong organizational skills, and strong communication skills. Must manage time effectively while creating a positive customer experience.

Knowledge & Skills:

Must be able to monitor and manage projects, goals and objectives effectively – often with important deadlines. Capable of developing and reviewing engineering plans and designs (Plans may include specifications, estimates and calculations). Ability to train and/or cross train service technicians. Communicate effectively with both clients and management/co-workers to convey information and to receive work direction. Consistent dedication to following company processes and procedures. Effective both independently and as a member of a team. Strong written documentation and presentation skills.

Physical Demands:

May be required to lift objects weighing up to forty-five pounds. May have to sit for long periods of time working on the computer.

Certification & Experience:

Kaseya, ConnectWise, Microsoft, Cisco, Meraki, Citrix, VM ware, Trend Micro, Digium Switchvox, etc..

Company Description

Based out of Sterling Heights, Michigan, we are shaping the future of Cloud Services for the Independent Insurance industry with a uniquely integrated platform that combines all the support and services needed to run an business in one wheel-house. Specializing in the insurance industry, we are the only vendor who offers a truly complete cloud solution. We were named one of the 20 Most Promising Insurance Technology Solution Providers for 2016, by CIO Review magazine. We are partnered with and deploy our solutions with VM Ware, Citrix, Microsoft, Cisco, IBM, HP, Digium, Supermicro and many more cutting edge technology companies.

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