We are a progressive, 12-year old professional technology Services Company which serves as an on-demand IT department for small and medium-sized businesses throughout the Chicago Area. We are headquartered in Barrington. Our focus is to provide on-site and remote IT support along with a full complement of technology consulting services. Our ability to execute and get the job done right the first time separates us from our competition. We take pride in doing our jobs well and helping our clients make the most of their technology.

In your role as a service manager, your primary responsibility will be to manage the activities and responsibilities of the service delivery team. As a part of this management, you will also be responsible for providing technical assistance to the team and ensuring service and support is provided to customers at agreed levels. You will report directly to the President. If you feel this is a role you'd enjoy, let's talk. We continue to develop and refine our company best practices, and you will be an important part of that process. 

This position requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks, because the job requires a great deal of multi-tasking. We also require accurate and timely tracking of client work, service calls, and related documentation including timesheets. 

Position Responsibilities: 

• Manage the service delivery teams daily activities as well as the dispatch process of service requests. 
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively. 
• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements. 
• Contribute to the continuity of computer services by providing the necessary technical leadership. 
• Drive problem investigations and resolution as required. 
• Design and maintain process documentation for the service delivery team. 
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices. 
Responsible for service scheduling, escalation and customer satisfaction
Active role in daily management of all services calls
Ensure quality and profitable services are performed to the agreed SLA
Administration and Management of Remote Monitoring Tool (Kaseya)
Administration and Management of Professional Services Automation Tool (Connectwise)
To ensure that systems, processes and methodologies are followed according to company guidelines
To provide reports on an agreed schedule to Senior Management and clients
Identify trends and develop strategies to support these trends
Assist in the development of technical support engineers from a career perspective
To build relationships with clients and participate in necessary client meetings (Pre & Post Sales)

• Knowledge and experience in cross-functional management methods and techniques. 
• Knowledge of IT applications, processes, software, and equipment. 
• Strong organizational, presentation, and customer service skills. 
• Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span. 
• Skill in planning and preparing written communications. 
• Skill in leading people and getting results with a strong customer orientation. 
• Ability to multi-task and adapt to changes quickly. 
• Ability to work in a team and communicate effectively. 
• Service awareness of all organizations key IT services for which support is being provided. 
• Understanding of support tools, techniques, and how technology is used to provide IT services. 
• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP a plus. 
• Willing to work occasionally and/or be on call overtime, holidays, and weekends. 

Credentials and Experience: 

Bachelors or Associates degree in computer-related field, with courses in computer science OR 
Three to eight years related experience OR 
Equivalent combination of education and experience

Axcell offers a complete benefits package including Company Paid Health Insurance, Vacation, Profit Sharing, training. We are an equal opportunity employer Background and Drug Test will be required.

If this sounds like the right job for you, then use the button below to submit your resume. We look forward to receiving your application.