#vacancy** **#remote #helpdesk #servicemanager
Service Manager
🔶 Location: Russia (Vladimir Oblast, Ivanovo Oblast, Ryazan Oblast, Yaroslavl Oblast)
🔷 Salary range: up to 120,000 net
Hawking Bros is looking for a** Service Manager **for premium technical support! 🚀
Main Tasks:
- Management of technical support projects
- Monitoring of incident processing and SLA compliance
- Management of communications with clients and internal teams
- Regular meetings with client representatives (remote and in-person)
- Escalation management
- Collection and analysis of technical support statistics, preparation of reports on service quality
- Incident and escalation management
- Ensuring target SLA, CSAT, and RR indicators for assigned clients
- Interaction with employees from different teams on issues related to the quality of services for assigned clients
- Participation in the update/optimization of client technical support processes
- Creation and development of technical support processes
- Organization of interaction between company divisions for service delivery
- Formalization of tasks for internal teams
- Summarizing meeting outcomes
- Management of tasks for the technical support department
- Maintaining project reporting, meeting outcomes, and communications
Requirements:
- Higher technical education in IT
- General understanding of software and hardware solution architecture (software, server, and network equipment)
- ITIL\ITSM certification (highly desirable)
- Understanding of task management process (life cycle)
- Experience in technical support (L1\L2\SM\PM) for at least 3 years
- Knowledge of project management principles
- Experience in forming and managing SLAs
- Excellent communication skills and teamwork ability
- Analytical and problem-solving skills
- Experience in managing incidents, tasks, and escalations
- Knowledge of Jira, Confluence, Service Desk and
- Mandatory skills in reporting for technical support projects, SLA/OLA control.
- Ability to maintain communication with clients and internal teams, ensure process transparency and high service quality. Knowledge and proficiency in business correspondence, conducting meetings, and preparing project documentation.
- Customer focus, stress resistance.
Technology Stack:
Jira, Confluence, Service Desk (Jira Service Desk / equivalent).
Methodologies: ITIL/ITSM, Agile/project management fundamentals.
SLA, OLA, CSAT management.
💼** We offer:**
✨ Workplace in an accredited IT company
✨ Employment according to the Labor Code of the Russian Federation
✨ Possibility of obtaining an IT mortgage
✨ Hybrid work schedule (office, remote, at client's office)
✨ Corporate training: meetups, courses, development support
📲 Ready to join? Send your application 👉 @HawkingBrosHR
