Service Manager

Keeran Networks is a rapidly growing Managed Services Provider headquartered in Edmonton. We have an excellent team, great work environment and wonderful clients to work with. We are currently seeking a fulltime Service Manager to be based in our Edmonton office. The Service Manager will be responsible for the performance of the service team, with 8-10 direct reports initially including Account Managers, Help Desk Analysts, Help Desk Escalations Analysts, NOC Technicians, Service Coordinators and Systems Administrators.

The successfully candidate will be an experienced manager who excels at working with their direct reports to coach them and grow their skillsets. Also a great communicator and leader who communicates well and is comfortable dealing with our team and our clients. Some previous technical experience is desirable in this role, but most of the job is dealing with people and processes rather than servers and workstations.

Responsibilities

• Full ownership and accountability for the service department.
• Providing leadership, management and accountability to all direct reports (approximately 8-10 currently).
• Reinforce the company’s core values within the service department.
• Coaching direct reports to grow in their skillsets and providing a clear career progression path.
• Ensure that staff are happy in their jobs and have a pleasant work environment. Maintain high department morale to ensure low staff turnover.
• Perform goal setting with direct reports.
• Providing annual performance reviews to direct reports.
• Project management of professional services projects.
• Participate in weekly management team meetings and annual retreat.
• Lead weekly service team meetings following EOS Level 10 format.
• Conduct weekly one on one meetings with all direct reports.
• Interviewing/hiring members of the department as required.
• Operating the department within established industry best practice budget ratios.
• Daily review of all department timesheets.
• Weekly review of subordinate expense reports.
• Follow-up with clients on negative or neutral surveys. After gathering the facts, address the survey with any staff involved to ensure better results going forward.
• Conduct onsite meetings with clients as required to address issues, ensure client satisfaction, plan projects, etc.
• Attend quarterly business review meetings along with the Account Manager as required.
• Regular review of recorded phone calls and written correspondence with clients to ensure that high standard are being maintained, and subordinates are coached as needed.
• Act as an escalation point for after hours emergency tickets that aren’t acknowledged by the on call technician in a timely fashion.
• Travel to conferences/industry peer group meetings is occasionally required.
• Ensure that the department is ready to scale as we are in a growth phase with anticipated further growth.
• Ensure tasks are properly documented, and documented procedures are followed.
• Oversee the dispatch process and make sure that tickets are meeting established service level agreements.
• Work with appropriate technical staff to act as a final point of escalation for technical issues that need to be solved.
• Work to grow your skillset by attending coaching sessions with a mentor, peer groups, reading, etc.
• Maintain daily awareness of service department metrics.

• At least 2 years of management experience is required, and IT specific experience is strongly preferred.
• Relevant education – 4 year degree or equivalent experience.
• Experience working in a managed service provider is desired.
• Experience working with technology is desired (ie past help desk analyst, systems administrator, etc).
• Project management experience is a plus.
• Excellent communicator – both verbal and written.
• Capable of thinking ahead months/year and executing towards the long term goals and vision of the organization.