Join Our Growing Team

About you:

You are a multi-faceted superstar that loves getting up in the morning to make people's lives better and more efficient working at a young and modern company with a fun-loving culture that lets you unleash your awesome potential. You have been known to take on projects where you have had minimal subject matter exposure and have exceeded all expectations on your delivery of those projects. If this sounds like you, please ensure you meet the requirements below and submit your resume today!

Compensation/Benefits include:

  • Competitive salary commensurate with skills and experience
  • Health Insurance (Gold Tier) + Vision, Dental, Disability, and Life
  • Paid Holidays
  • 3 Weeks of Paid Time Off
  • Continuing Education (i.e. Paid Certification Training)
  • Use of company car or mileage reimbursement
  • Performance-based bonuses

 

About us:

At TruAdvantage, we strongly believe in investing in our people because we know that a company is only as good as its team members. We believe in empowering our team members, so they can learn, lead, and impact other team members and our clients. Our clients know it, feel it and most likely that’s the contributing factor to a 97% plus client satisfaction and retention rate over the past years. At TruAdvantage, we provide opportunities for career advancement (certifications and classes) and personal growth while fostering a hard-working and fun-loving environment.

Based in the Bay Area, TruAdvantage is an award-winning managed IT Service provider that specializes in real-time IT support, cybersecurity, cloud, and Strategic IT consulting. We believe in delivering IT solutions that can solve our client’s problems, optimize their organization’s and staff’s efficiency, and help them grow competitive advantage. “IT to solve.optimize.grow” is not a mere tag line but the core of our mission.

We are looking for someone who likes to have fun, be challenged, and solve problems every day. If that sounds good to you, please fill out the application. You may also want to check out the following links:

Our new office: https://www.truadvantage.com/headquarters/
Our clients’ video testimonials: https://www.truadvantage.com/our-clients/

General Summary:

The Service manager’s primary responsibility is to manage the activities and responsibilities of the service delivery team. As a part of this management, they will also be responsible for providing technical assistance to the team and ensuring service and support is provided to clients at agreed levels. The Service Manager reports to the Director of Operations. The Service Manager develops and refines our company's best practices.

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 task management in multiple areas. Accurate and timely tracking of client work, service calls, and related documentation, including timesheets, is required.

 

Core Functions:

  • Manage the service delivery team’s daily activities as well as the dispatch process of service requests
  • Interface with appropriate technical personnel for client 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 client devices
  • Responsible for service scheduling, escalation and client satisfaction
  • Active role in the daily management of all services calls
  • Ensure quality and profitable services are performed to the agreed SLA
  • Administration and Management of Remote Monitoring Tool (ConnectWise Automate, SolarWinds, Continuum, etc.)
  • 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)
  • Strong positive client feedback, considered highly trusted area expert
  • Other duties as assigned

 

Knowledge, Skills, and Abilities:

  • Knowledge and experience in cross-functional management methods and techniques (connecting the silos; sales, marketing, accounting, etc.)
  • Knowledge of IT applications, processes, software, and equipment
  • Strong organizational, presentation, and client 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 client orientation
  • Ability to perform various tasks and adapt to changes quickly
  • Ability to work in a team and communicate effectively
  • Service awareness of all organization’s 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 or MCITP, MCSA or MCSE, SonicWALL CSSA, Cisco CCNA, or VMware VCP a plus
  • Willing to work occasionally and/or be on-call overtime, holidays, and weekends

 

Required Qualifications:

  • 3+ years of experience working in a Managed Service Provider (MSP)
  • Bachelor’s degree in a related field with courses in IT, MIS, computer science or engineering
  • 1+ years’ experience in Customer Services

 

Other potential functions:

  • Strong closer of new business, able to give presentations and give seminars
  • May directly lead a team of engineers/techs
  • Primary contact on many accounts able to drive business across multiple practices
  • Actively recruits other high-quality engineers

IF INTERESTED

Please fill the form on this page.