VTC Tech is a Managed Services Provider. By utilizing key partnerships, we combine skills, experience, and knowledge to provide our services nationwide. With 26 years in operation, we have a robust service offering including Managed IT Services, Remote IT Support, Cybersecurity Services, IT Consulting Services, Cloud Services, Business Continuity, and VoIP Services, just to name a few.

We are looking for a detail-oriented Service Manager who shares our passion for technology and customer service. The Service Manager will own the operational delivery of service against SLAs, maximize client satisfaction, and proactively improve the service delivery process.

Qualified candidates will have a strong technical foundation with a minimum of 5 years of IT services management experience. Preference is given to candidates with prior MSP experience. Candidates should have a strong working knowledge of MSP industry standards and practices, including how to effectively manage technical resources, identify service delivery issues, and analyze the day-to-day support requirements and trends.

Qualified applicants should have 4 years of experience with these technologies:

· ConnectWise PSA ticketing software

· IT Glue

· Windows Server OS (all versions)

· Hyper-V / VMWare

· Microsoft 365 and Azure

· Backup administration and disaster recovery solutions (VEEAM and Quest)

· Remote Desktop Services

· LAN and WAN networking including VPNs, subnetting, VLANs, and routing

· Active Directory, DHCP, DNS, Group Policy, and NAT

• Education and/or Experience: Bachelor’s degree; or 5 years related experience and/or training; or equivalent combination of education and experience. Must have experience and ability to direct service team staff to reach Service Level Agreements and be effective in holding them accountable for results. Must set an example for organizational values in daily practice.

• Language Skills: Ability to reach and interpret documents both electronic and printed such as service tickets, manuals, procedures, and policy manuals. Ability to write clear correspondence in email and document format. Ability to speak clearly with clients over the phone as well as with VTC Tech staff.

• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar and pie graphs.

• Reasoning Ability: Ability to make decisions quickly and under pressure. Ability to motivate team members to reach goals. Ability to assist team members in solving complex problems.