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Customer Service
Service Manager
@Atlas Technica
[Hiring] Service Manager @Atlas Technica
Mar 11, 2025 - Atlas Technica is hiring a remote Service Manager. đź’¸ Salary: unspecified. đź“ŤLocation: UK.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
As a Service Manager, your primary goal will be to ensure high-level service delivery for Atlas clients by proactively managing service operations and client satisfaction.
- Oversee and review the ticketing system, ensuring tickets are appropriately classified, assigned, and resolved within SLAs.
- Monitor engineers' time entries for accuracy and efficiency in service delivery.
- Analyze service reports and ticket trends to identify recurring issues and areas for improvement.
- Proactively manage regional service issues and escalate concerns to the appropriate teams or managers.
- Address service challenges for VIP clients, ensuring a high-touch, white-glove experience.
- Work closely with technical teams and leadership to resolve service gaps and enhance overall client satisfaction.
- Develop and present reports showcasing the effectiveness and value of Atlas service delivery to stakeholders.
- Conduct periodic service reviews with clients, providing insights and recommendations for improved IT service management.
- Ensure adherence to internal processes and industry best practices in service management.
- Maintain clear communication with internal teams and clients regarding service updates and ongoing initiatives.
- Measure and maintain end user satisfaction.
Qualifications
- Strong understanding of IT service management principles and best practices.
- Familiarity with ticketing systems (e.g., ConnectWise Manage or similar tools).
- Excellent organizational skills with the ability to manage multiple tasks and priorities.
- Strong analytical skills to assess reports and service metrics effectively.
- Exceptional communication and interpersonal skills, including experience in client-facing roles.
- Ability to handle escalations and work collaboratively with cross-functional teams to drive issue resolution.
- Experience in producing professional reports and presentations for executive-level stakeholders.
- Self-motivated, detail-oriented, and capable of working in a fast-paced, remote environment.
- Proficiency in Microsoft 365, ITSM tools, and cloud-based service platforms.
Requirements
- Experience in the MSP (Managed Service Provider) industry.
- Previous experience in a service management, client success, or IT operations role.
- Experience with PowerBI.
- ITIL certification or experience with ITIL frameworks.
- Familiarity with enterprise environments, particularly financial services or hedge funds.
- 3+ years of experience in IT service management, operations, or a related field.
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| đź“Ť | Be aware of the location restriction for this remote position: UK |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
unspecified
|
Remote
Location
UK
|
|
Job Type
full-time
|
Posted
Mar 11, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: UK |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
