Full Time Service Coordinator I

Job Title: IT Managed Services Provider - Service Manager
Job Type: Full-Time
Rational Business Solutions Inc. is a leading provider of managed IT services, delivering comprehensive support for businesses of all sizes. We seek a creative and detail-oriented service manager to join our team.
This is an in-office position with limited travel to client sites.
As the service manager, you will be responsible for the smooth operations of our service department for a heightened level of customer satisfaction. This includes leading a team of service technicians to deliver outstanding service experiences while optimising efficiency and productivity. You will track performance metrics and handle all client escalation requests.
Leading and managing the service department, ensuring efficient service delivery and customer satisfaction.

• Building and maintaining solid customer relationships, understanding their needs and providing personalised service solutions.
• Developing and implementing service strategies to enhance customer experience and meet service objectives.
• Monitoring service metrics and analysing customer feedback to identify areas for improvement and implement corrective actions.
• Hiring, training and mentoring service staff, fostering a high-performance culture and promoting professional development.
• Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
• Fostering a customer-centric culture within the service team, emphasising empathy, professionalism and effective problem-solving.

Lead and manage the service department, including staffing, training and performance management of service personnel.

• Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.
• Monitor and evaluate the service team's performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
• Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.
• Monitor and analyse service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.
• Prepare and present regular reports on service performance, key metrics and improvement initiatives.
• Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.
• Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.
• Attend conferences and training sessions as required

Experience in service management or a related role, with knowledge of service management principles, processes and best practices.

• Demonstrated success in customer service, and handling complaints.
• Proficiency in customer relationship management tools and software for tracking and monitoring service performance.
• Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.
• Detail-oriented with a high level of accuracy in data analysis and reporting.
• Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.
• A commitment to delivering outstanding customer service and a passion for exceeding customer expectations.

Relevant certifications - Microsoft as an example

• Experience in implementing service improvement initiatives and managing service quality standards.
• Proven record of achieving service-related KPIs and customer satisfaction targets.
• Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines in a fast-paced environment.
• Excellent leadership and people management skills.
• Familiarity with management tools - ConnectWise PSA, DattoRMM, ITGlue, Datto BCDR, etc.
• Experience managing Microsoft 365, SharePoint, Azure, Intune and Teams

Competitive salary and benefits package.
· Job Types: Full-time, Permanent
Dental care
Life insurance
On-site parking
Monday to Friday

Bonus pay

Do you have daily use of a car?

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