Location: North Goa/Hyderabad
Overview:
The Service Manager is responsible for the performance all technical staff including support, repair and installation/project teams.
- Evaluate and prioritize IT support response
- Review assignment of Service Tickets, remote and onsite support and onboarding
- Monitor Service Board to ensure service level compliance is within company policies
- Coordinate and receive escalation requests of unresolved or emergency support issues
- Work with clients to ensure client satisfaction and resolve complaints
- Oversee projects and installations
- Monitor service personnel schedules to ensure compliance with company policies
- Review all Service Tickets and Time Entries with Service Coordinator that did not meet company guidelines
- Coordinate with Purchasing Coordinator and Bench Technician to schedule equipment purchase and repair
- Review sales procedures with sales staff to ensure correct service presentation in sales efforts
Job Requirements:
- Education: Bachelor’s degree in Computer Science, Engineering or related field
- 2 plus years in a managerial role
- 6 credit hours of accounting coursework OR 3 years P & L responsibility
- 4 plus years in a professional services environment
- Ability to pass test demonstrating superior written and verbal communications skills
- Ability to pass vocabulary test on current business hardware, software and mobile devices
Ability to multitask and make decisions in complex, dynamic work environment
Working hours – US shifts – Flexible mostly 6:30pm – 3:30am
zionhrconsultancy.com 