Service Manager - Remote

MSP Service Manager - Remote

The Service Manager oversees a team of on-site and remote support staff for a managed services provider (MSP.) This includes managing daily operations, as well as projects and budgets.

BACKGROUND:

PCS International is a stable 35-year-old technology company (IT Infrastructure) with multiple sister technology companies (Cloud Solutions and Cybersecurity) who are rapidly growing and expanding our IT offerings.

PCS INTERNATIONAL OFFERS

· Competitive pay.

· Comprehensive benefits package, including a retirement plan with employer match.

· Fully remote position.

· Company laptops that is replaced every 2 years.

· Webcam, microphone, office supplies, VOIP phone, and printer as needed.

ESSENTIAL FUNCTIONS

Management

· Function as an escalation point of contact and work with the technicians towards resolution, collaborate with other team members, interface with clients to keep them happy, and support escalation as needed.

· Develop and engage the team through coaching and mentorship to maximize team member performance.

· Ensure all company policies are enforced and make corrections if not.

· Proactively assist in building and promoting an inclusive culture amidst rapid expansion.

· Monitor (daily) and approve (weekly) staff and subcontractor time and expenses.

· Verify tickets are coded correctly (daily) and close them out (weekly).

· Maintain a solid understanding of most networking devices, servers, workstations, cyber security, and cloud systems to manage and assist the team.

· Be part of the 24 x 7 on-call rotation team.

· Cover occasional dispatch work for the dispatcher.

Leadership

· Understand the levers needed to drive revenue and reduce expenses and assist with implementation.

· Work with the management team on company-wide initiatives such as:

o Completion of Playbooks

o Documentation System rollout

o Additional Cyber Initiatives

o New Product rollouts and integration into the stack

o Automation initiatives

Projects

· Managing fixed-fee projects start to finish. Examples:

o Validating Scope

o Kick off call(s)

o Resource Assignment

o Monitoring status with techs

o Out of Scope monitoring/communication with clients

o Regular Client communication

o Sign offs

o Postmortem and project close out

o Developing and maintaining project templates for future use

o May attend and contribute to client tactical and strategic calls as needed for project updates.

Sales

· Assist with sales calls where appropriate.

· Assist in gathering SOW and estimates for sales to use to quote projects.

· Develop standard SOW and estimates for repetitive projects to speed up the sales process.

· Assistance during QBRs including light vCIO work such as infrastructure audits, budgeting, strategic direction & roadmaps.

REQUIREMENTS

· 8+ Years of consulting or MSP (with field work) experience, with two or more being in a management role.

· Effective communication skills (verbal & written).

· Strong troubleshooting, problem-solving and critical-thinking skills.

· Excellent customer service skills.

· Experience with time-tracking and ticketing systems.

· High level Windows 10+, Office 365, and email management (Outlook) experience.

· Experience working with small to mid-sized clients.

· Calm under pressure.

· Strong documentation skills

· Demonstrated continuous learning.

· Understands the purpose and the value of process and procedure.

· Ability to work effectively under budget constraints.

· Strongly Preferred skills that will put you top of our list!

· Industry certifications around Infrastructure (CCNA, A+, Net+, Security+, ITIL, PMP) strongly preferred.

· A college degree, ideally in a STEM related field, strongly preferred.

· Experience with Educational customers (High School/College).

· ConnectWise Manage and/or Automate (LabTech) experience.

· Apple macOS, Linux, and/or Cybersecurity experience.

· Cloud Hosting (Office 365/Azure and/or AWS) experience.

· Servers (Windows Focus) including virtualization (Hyper-V, VMware, cloud).

PCS International is an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Job Type: Full-time

Pay: $90,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Day range:

• Monday to Friday

Shift:

• 8 hour shift

Work Location: Remote