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Heidi Killingham

IT Service Manager

Full Time
Grand Rapids
Posted 1 month ago

Applied Innovation is seeking a highly technical MNS Service Manager to join our Managed Network Service team.  The MNS Service Manager’s primary role is developing the team of technicians to service Applied Innovations’ clients. This is a hands-on role, managing a team of technicians through various functions per Team, and requires in depth technical knowledge to ensure that tickets are handled from inception to remediation within the Team structure. There will be a requirement for this role to be involved in the handling of Service Requests and Projects when demand requires.

Requirements include:

  • Bachelor’s Degree in IT related field or equivalent work
  • Excellent communication
  • Strong problem solving and troubleshooting
  • Experience in PC, MAC, and server operating system environments
  • Possess working knowledge of Microsoft Office tools including Office 365, Outlook, Excel, and Word
  • Active directory administration, Exchange(On-Premise and Online), Web content filtering, Anti-virus tools, DNS and DHCP, wired and wireless network connectivity, server administration, and network storage devices
  • Excellent customer service skills are essential.
  • Must be dependable, professional, organized, detailed oriented and able to perform multiple tasks simultaneously
  • 5+ years of experience in the IT industry.

Essential functions:

  • Day to day people management of all technicians that form the team
  • Providing individual and team training, mentoring.
  • Consistent One on Ones and Team Meetings on a regular cadence.
  • Frequent monitoring of the service board, team members ticket activity and ensuring client service meets Fast, Friendly, and Amazing service.
  • Oversee the management of the Team Ticketing Board.
  • Provide availability to Team technicians for questions and support.
  • Handle support calls when call load is heavy.
  • Ensure Team processes are aligned towards achieving committed SLAs and KPIs.
  • Oversee the remote monitoring and escalation of issues as necessary.
  • Provide oversight on the creation, execution of works performed by the external vendors as pertaining to alerts outside of normal hours.
  • Work with the Team vCIO to review account performance and enhance service delivery.

Applied Innovation offers a full benefit program that includes medical, dental, life, short-term disability, 401(k), paid vacation, paid holidays, and opportunity for advancement.

If you are interested in this exciting opportunity, please submit your resume below and fill out an application by clicking here.

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