Carousel Industries

Service Level Manager

2 months ago
ID
2017-2232
# of Openings
2
US-RI-Exeter

Company Overview

Carousel Industries is one of the fastest growing IT companies in the US, poised for explosive growth. As a premier IT services firm, we offer an extensive portfolio of services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Through our partnerships with leading technology vendors—like Cisco, Avaya, Microsoft, HPE, and Fortinet, for example—Carousel offers innovative IT leadership, consultative, professional, and managed services to help our clients drive transformation within their organization.  Founded in 1992, Carousel serves more than 6,000 customers, including 35 of the Fortune 100. Carousel has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provider–including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, Carousel has more than 1,400 employees based in 27 offices–with three Network Operating Centers nationwide.

We are searching for those who are fueled by an inner drive to make a difference and to push their professional and technical capabilities to the next level. If you are someone who wants to become the “go to person” or the “subject matter expert” in your field, then Carousel is the place for you. Ask Carousel employees what makes them stick around for five, 10, or 20 years, and they’ll tell you it’s the brilliant people with whom they collaborate and the opportunities for personal and professional growth.

In addition to gaining a quantum leap in your technical IQ, Carousel is a fun place with a work hard / play hard mentality and an inspiring culture. Whether it’s assembling a team to compete in the next Tough Mudder or enjoying a summertime BBQ, Carousel employees consider their peers as family. To learn about our team and how you can be part of the Carousel family, find us at www.carouselindustries.com, Facebook, Twitter, and LinkedIn.

 

 

Responsibilities

The Service Level Manager is responsible for the efficient use of Carousel’s call ticketing system, monitoring system, and other support center daily functions. This includes ticket management, contract validation, and assignment to provide a timely resolution for all support related requests. The individual will ensure that all customer Service Level Agreements are being delivering, while achieving the proper level of customer satisfaction. This will require a high level of professionalism, communication and coordination both internally and externally.

  • Manage and assign support request to the team while considering a balancing work load and technical expertise.
  • Validate contract and billing method for all support requests
  • Follow strict escalation and notification guidelines
  • Co-ordinate onsite dispatch with client and internal resources
  • Work with the client and vendor to process hardware RMA requests.
  • Works with other departments to ensure Contracts are transitioned through the RMA process
  • Work with other departments to ensure proper support billing.
  • Notify Management of all service related concerns.
  • Solicit client feedback on call status and satisfaction.
  • Manage client’s administrative request including history reports and updating client contact information.
  • Act as a backup to call center engineers in initial response to phone and e-mail requests.
  • On call bi-weekly to provide support for call center staff
  • Evaluates and ensures proper staffing levels are in place.
  • Solves, or assists call center engineers with procedure problems.
  • Active contributor in weekly Support Center Meeting
  • Analyzes call center activity and makes recommendations for changes in procedures and systems to management.
  • Writes recommendations for management review.
  • Coordinates implementation of procedure changes with client and department staff.
  • This individual is responsible for daily ticket workload management through effective communication, delegation of tasks, managing schedules, confirming client contractual obligations, determining the service level agreement, as well as addressing client satisfaction issues and resolving problems

Qualifications

Education: B.A./B.S.                   

       

Years of Experience: 1-2

 

Help Desk Manager Certification is: Preferred

 

Technical Skills:

  • Uses intuition and experience to complement data
  • Able to design workflows and procedures
  • Gathers and analyzes information skillfully
  • Experience generative creative solutions
  • Organizes or schedules other people and their tasks           

Business Skills:

  • Works well in group problem solving situations
  • Manages difficult or emotional customer situations in a calm and professional manner
  • Focuses on solving conflict, not blaming
  • Writes clearly and informatively
  • Speaks clearly and persuasively in positive or negative situations
  • Exhibits objectivity and openness to others' views
  • Able to build morale and group commitments to goals and objectives

Carousel Industries is an Equal Opportunity Employer:  Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

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