N.e Service Director

N.E SERVICE DIRECTOR

Compensation - $100,000 annually plus annual performance-based bonus opportunity
The Service Director is responsible for all aspects of service delivery for the iPower customer base and will report directly to the President. The Service Director will oversee all helpdesk, field service technicians, and dispatch staff for the northeastern geographic iPower service region. YOU MUST HAVE IT MSP EXPERIENCE The overall service direction of the region will be established and managed by the Service Director.

REQUIREMENTS:

This is an in office, non-remote position. The company will require you to work out of the existing TGI/iPower offices as much as possible. The expectation will be that you have a primary office in West Caldwell, NJ and will travel on a consistent basis and further as needed to the Brooklyn NY office to support the iPower staff in that location.
iPower provides support to its customers 24/7. It will be the responsibility of the Service Director to participate in a predetermined rotation for on-call night and weekend support. This includes ensuring that iPower’s scheduled on-call technicians are available and responding to calls on nights and weekends. It is the Service Director’s duty to properly schedule and ensure there are technicians available for after-hours service.

• Oversee and manage the helpdesk and field service technical staff
• Create the overall expectations and core values that are required from the team
• Continual training and development of the staff
• Create expectations and performance incentives
• Perform annual reviews that:
• Recap employee performance based on specific objectives and KPI’s
• Set expectations and goals for the upcoming year
• Create a team driven environment that promotes continuity and teamwork
• Enhance, develop and implement systems that promote employee retention, growth, reliability, and task ownership.
• Manage and re-route tickets/issues that require a different set of resources. Direct tickets/issues to the appropriate department – for example, sales, project management, senior engineers, accounting, etc.
• Resolve overall issues with the support system
• Ensure all tickets are issued in a prompt manner
• Ensure all tickets are assigned to an appropriate technician in a prompt manner
• Ensure technicians reach out to a client within the minimum required response time
• Ensure all tickets are reviewed for accuracy in contract application, pricing, and time
• Ensure all tickets are promptly closed and invoiced in the system
• Time Management
• Ensure all employees record their time accurately in Connectwise and the Payroll System
• Payroll system accuracy ensures that employees are paid accurately and that we keep in compliance with labor laws
• Manage all on call requirements and tickets to ensure that we meet customer expectations and compensate the technicians appropriately
• Connectwise accuracy ensures that our reporting requirements (time spent on tickets, overall time allocation, agreement profitability, etc.) are accurately portrayed.
• Technician expense approval
• Set expectations for what technicians can or cannot submit for expenses – i.e., supplies, meals, etc.
• Data analysis
• Develop quarterly business reviews (QBR’s) for major customers
• Collect data that may be needed for service histories, SLA’s, etc.
• Monitor the help desk for what needs improving on a regular basis
• Be conscious of the challenges the help desk faces on a regular basis and develop ways to help mitigate these challenges
• Staff Management
• Recruit new technicians based on the need of the company
• Develop a comprehensive and results driven training plan
• Create job descriptions and expectations for staff
• Monitor performance on a regular basis
• Work with HR when needed to develop disciplinary plans for employees
• Manage Connectwise Ticketing Platform
• Ensure the system is set up appropriately to capture the issue type and status of the ticket, as well as, work flows, SLA reminders, etc. that are appropriate in managing the life cycle of a ticket.
• Ensure resource time is accurately reflected on these tickets.
• Management of the dispatch manager
• Ongoing development of this position
• Gain an in-depth knowledge of each technician and what their abilities and qualifications are
• Dispatch calls to appropriate technicians
• Escalate calls to the next level when appropriate
• Manage subcontractor requirements and ticket status
• Take ownership of the service department as an individual profit center
• Understand the various aspects of revenue
• Analyze the costs incurred by the service department and develop ways to decrease the costs or get more out of the existing resources
• Develop ways that the service department can contribute to the bottom line
• Ensure that we are properly billing for all chargeable service tickets
• Customer Interaction
• Work directly with customers when needed
• Give white glove service to major accounts (you should know these by heart) and follow up when excessive tickets are being logged and we are not meeting our SLA’s
• Follow up with any customer who has given us a poor mark on the smile back program
• Identify areas where our service team failed and follow up with the customer to ensure their issue has been resolved and they are satisfied with the end result
• Work with other departments to enhance continuity between departments
• Identify areas of communication gaps
• Work with managers in the other department to improve data and operational accuracy
• Continually increase your knowledge and expertise in the Connectwise Software
• Ensure all tickets and time are closed out by the end of the month deadline
• All completed tickets should be closed out and approved the day before the end of the month
• On the last day of the month, tickets need to be kept up with on an hourly basis and closed out promptly so we record the costs.