Job Information
Paragus Strategic IT Service Pod Manager in Worcester, Massachusetts
Paragus IT is the largest outsourced vendor in the Pioneer Valley, and we are just getting started. We aspire to be serving 1000 customers across the entire country, and we won’t stop until we get there. Ranked as one of Forbes Small Giants, we have an intense focus on culture, people, process, and continuous improvement. We are determined to be the best at everything we do, and we aren’t afraid to do the work needed to get there.
We are looking for an enthusiastic IT Service Desk Manager to lead a team of technicians and dispatchers, ensuring adherence to processes and metrics while facilitating technical guidance and support.
Their keen eye for improvement identifies training and process enhancement opportunities, driving efficiency while addressing client concerns. Collaborating closely with departmental leaders, they play a pivotal role in maintaining service excellence, nurturing talent, and fostering a customer-centric environment, ensuring our team thrives in a dynamic and innovative workplace culture.
Primary Responsibilities
Leading, managing, and holding your team accountable to processes and metrics
Aiding your team in obtaining technical guidance and support
Identifying training opportunities for training your team
Identifying process improvement opportunities within your team
Facilitating departmental meetings
Analyzing metrics within the team to help improve resolution and response times to issues
Identifying & solving the issues preventing your team from being successful
Working closely with the Director of Client Support and Technical Service Manager to ensure all circles are connected within the department
Reviewing and addressing client dissatisfaction & concerns
Addressing escalated client issues
Ideal Candidate
This candidate should possess a relentless curiosity and an unwavering commitment to problem-solving. They should strive to understand the intricacies of issues and exhibit a drive to uncover the root causes behind them. Their commitment to thorough investigation and attention to detail ensures that they not only address surface-level issues but also contribute to sustainable solutions by tackling the underlying causes.
As the go-to person for customer service escalations, you'll tackle issues with finesse, ensuring every customer leaves satisfied. With a focus on quality assurance, they'll set the bar high for exceptional service delivery. We are looking for someone with a knack for developing talent, a customer-centric mindset, and a proven track record in tech support; and isn’t afraid to have a little fun doing it!
We also want people who are smart, creative, and willing to share their ideas about how we can make Paragus an even better company. We are growing fast and want great people who are invested and excited along for this ride. Lastly, we hope you aren’t all work and no play. Whether taking a walk on the bike path, playing fetch with the office pups, participating in Taco Tuesday, or even a boardgame happy hour after work, we are always trying to lighten the workday and enjoy each other’s company.
Qualifications
Minimum of 2 Years experience leading a dept of least 3 other technical resources
Ability to facilitate issue resolution with technical staff and management
Excellent oral, written, and interpersonal communication skills across organizational boundaries
Ability to work with a range of technical staff to solve issues
Experience working at an MSP is a plus
Experience in a client/customer facing role
Hours: Full Time Monday – Friday Regular Schedule – Hybrid work schedule with the potential to work from home 2 days a week.
Compensation: $75,000 – $95,000 DOE
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