MSP Service Manager

Fast-paced. Self-starter. Work with minimal supervision. Do these strike a chord? Then YOU could be the one we’re looking for! Be part of Capital Techies’ core team that’s dedicated to serving MSPs (Managed Service Providers)! Urgent hiring for a Service Manager!

· Work Remotely!
· Company: Capital Techies ( ---------- )
· Work Hours and Schedule: Semi-flexible, 6 PM-3 AM PHT, Fixed rest days (Sat-Sun)
· Work Duration: Permanent/Full-time WFH
· Earn $6 - $8/hr depending on your experiences (salary increase is based on performance)

Key Deliverables:
The post holder is responsible for managing a team of Service Delivery and Support Specialists to provide first class service and post-sales support to our clients. The successful candidate will be experienced in leading and developing a support team within a managed services environment.

Key Responsibilities:

Manage and develop a support team to provide support to our Managed Service Customers
Follow up on and take responsibility for unresolved issues or escalations.
Set SMART goals based on business targets and objectives and conduct regular check ins.
Maintain a well-defined and operational working practice with minimal disruption using technology to improve efficiency as appropriate.
Liaison with the internal functions including sales, product management, engineering, network operations, provisioning, and other service functions.
Ensure high quality, up-to-date documentation exists for all service arrangements.
Candidate Profile:

3 years more or experience leading a support team in a managed IT service environment is required
Able to juggle priorities to meet deadlines without cutting corners
Experienced and conversant in Service Level Agreements and Operational Schedules
General technical understanding of Networking and Hosting technologies and solutions
Able to develop effective relationships internally at a variety of levels and work closely with commercial departments such as sales and product management
Effective interpersonal and communication skills
Experience improving and developing the knowledge & skills of others
Must have his/her own work-from-home equipment (computer/laptop, webcam, headset, and wired internet connection)
Benefits:

Permanent full-time remote work
Earn $6 - $8/hr depending on your experiences (salary increase is based on performance)
HMO (reimbursement for $100/mo)
Life Insurance (reimbursement for $20/mo)
Reimbursement for Dental-$20 and Vision-$4
15 PTO credits in a year (if unused, convertible to cash!)
Training/Development courses (reimbursement for up to $30)
Retirement Benefit (starts at 5 years of service)
US Holiday Pay