Service Manger

Cure Business Solutions - Burlington, IA

Full-time

**Work site can be at any of our 3 offices (Burlington, Fairfield, or Fort Madison)

Cure Solutions is a managed IT and Cloud services company servicing clients in Southeast Iowa Since 1997 we have been providing small and medium size businesses in this area the IT support that they desperately need. Over a decade, we have built great partnerships across our client base and now looking for an Service Manager to join our team and enhance service delivery.

Cure Solutions is seeking an Information Technology Service Manager with experience in managing and delivering technical and logistical end user support to a diverse and growing environment that ensures high customer satisfaction. Success in this critical and forward-facing position means supporting all aspects of the IT Service Desk, including onsite, remote, and field-based support. The successful candidate must be able to create, scale, and streamline service processes, meet SLAs, and drive continuous improvement. In addition to having a solid technical background, this candidate must have strong communication and organizational skills, be able to work with an outsourced Helpdesk department, and have a passion for service.

Responsibilities

This role is composed of several distinct elements: IT Service Delivery, Training, and Continuous Improvement. Each segment is discussed below.

IT Service Delivery:
This is both a hands-on technical role and a managerial role. The successful candidate will be responsible for the following:

  • Manage a team of IT support personnel across a multi-site campus (3 locations)
  • Plan, prioritize, and schedule help desk activities to ensure functional consistency and cohesiveness
  • Continue to develop the outsourced helpdesk team to address off-hours support needs
  • Work with the outsourced helpdesk team to ensure top standards and SLAs are met
  • Promote and maintain the image of the Helpdesk as a personal support group to advance IT as a critical business function
  • Deliver dedicated support to the Commercial Operations team and support the organization’s commercialization efforts:

With a goal of achieving a first call closure, the successful candidate will need to have a broad set of skills to understand the underlying issues and resolve incidents to the user’s satisfaction. Detailed records of service requests and resolutions must be maintained throughout the support process. High organizational skills are also a must

Training:
Responsible for conducting new hire orientations and keeping training / reference documents up-to-date

Continuous Improvement:
Optimize Helpdesk processes and procedures to increase the efficiency and effectiveness of our end users

  • Other duties as assigned.

Qualifications

  • Bachelor’s degree in Information Technology, Computer Science, or MIS preferred
  • 5+ years of experience in Information Technology
  • 2+ years in a managerial role with direct reports
  • Must possess strong technical and problem-solving skills, and be able to act as an escalation point for support technicians
  • Must understand how to prioritize competing projects and requests
  • Experience in Managed Service consulting is preferred.

Technical Requirements:

  • Microsoft Windows 7/10
  • Experience with provisioning and support of mobile devices (iOS / Android)
  • Remote support
  • IP Telephony support
  • Experience with virtualization technologies (VMware)

Job Type: Full-time

Experience:

  • Management: 2 years (Required)
  • IT: 2 years (Required)

Benefits offered:

  • Paid time off
  • Health insurance
  • Retirement benefits or accounts
  • Gym memberships or discounts
  • Flexible schedules
  • Workplace perks such as food/coffee and flexible work schedules