MSP Service Manager

Are you tired of doing the same job day in and day out? Do you prefer spending your workdays in a close-knit, team atmosphere over a corporate office? Want to learn some of the latest tech in the MSP field?

If you answered yes, ViaTek, an IT consulting company in Lafayette, Colorado, is looking for an enthusiastic IT Service Manager. Please send your resume and salary requirements today!

The IT Service Manager directly oversees the IT consulting team as well as their associated clients and plays an active role in driving the overall direction and execution of the business. A combination of manager, account supervisor, business driver, project manager, cheerleader, and customer service expert, this full-time, onsite role requires a broad collection of skills as well as specific industry expertise. This is a growth position with extensive support from the CEO.

Essential Duties and Responsibilities:

As our Service Manager, you will report to the CEO and be responsible for the following:

• Taking complete ownership of the service department, including account managers, auxiliary staff such as tier one help desk personnel, and vendors.
  
• Playing an active role in proactive and reactive client management and issue resolution. This includes a daily review of the ticket boards as well as helping the staff to determine the priorities of said tickets.
  
• Working closely with the CEO to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base.
  
• Working closely with the CEO to define IT procedures and best practices, including tasks such as onboarding clients, managing documentation, deployments, backups, backup testing, client audits, antivirus deployments, on-call rotation, escalation, vacation coverage, etc..
  
• Reviewing engineer time entries for accuracy and thoroughness.
  
• Helping to ensure smooth engineer transitions for client accounts when accounts are moved from one account manager to another. This includes ensuring that the clients are properly informed and understand the changes.
  
• Assisting with the onboarding and offboarding of clients as needed. Preferably, an account manager would be able to perform the vast majority of the tasks required for onboarding and offboarding, given that comprehensive procedures and best practices have been defined.
  
• Onboarding new engineers and ensuring their successful integration with the team.
  
• Coaching engineers/account managers on proper customer service techniques and expectations.
  
• Assisting with Project Management and oversight of service delivery projects, including equipment deployment, software releases, email migrations, etc.
  
• Working with the sales department as needed on auditing potential new clients to ensure that proposals and pricing are accurate.
  
• Working with the sales department on knowledge transfers regarding new clients to help ensure smooth transitions and onboarding. This could be considered part of the onboarding procedure and best practices.
  
• Assisting or obtaining assistance with �Tier 3†technical issues; issues that seem beyond the skills of the account manager or engineer managing a project.
  
• Participate in meetings as part of the leadership team on a regular basis. These meetings would have an informal agenda that would include items such as challenges, the status of projects, in general, how things are going, and anything else you are concerned about that needs to be discussed.
  

Requirements:

The successful candidate will have a complete understanding of the technical consulting services business, a positive, can-do attitude, and the ability to lead a team of engineers possessing a variety of skill levels and personality types servicing a wide range of customers.

• At least 5 years of total IT experience, preferably in the MSP space.
  
• Understanding of a wide range of technologies covering Microsoft platforms, Cloud, email management, virtualization (VMWare, Hyper-V), shared storage, disaster recovery, remote access, and more
  
• Expertise in assessing problems of all types and quickly providing viable solutions
  
• We have started to automate virtually everything. A willingness to learn AI and automation platforms is a must.
  
• Superior interpersonal, coaching, and communication skills
  
• Proven success in leading a team and developing staff
  
• Hands-on experience using Autotask, DattoRMM, and IT Glue is a plus.
  

ViaTek Core Values:

• Kindness - We look out for our clients, vendors, and each other.
  
• Accountability - We do what we say we are going to do.
  
• A Desire to Help - At our core, ViaTek is here to help.
  
• Get 'er Done - We complete our projects. We do our job.
  
• Integrity - Simple but not always easy.
  

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k)
  
• Health insurance
  
• Paid time off
  
• Professional development assistance
  
• Referral program
  
• Vision insurance
  

Application Question(s):

• Have you reviewed the salary range for this position, and do you understand that it is between $80,000 and $100,000, based on experience and attitude?
  

Experience:

• IT support: 5 years (Required)
  

Ability to Commute:

• Lafayette, CO 80026 (Required)
  

Work Location: In person