Corsica Technologies | Expert IT Services for Business

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Regional Service Manager

Job Title
Regional Service Manager
Job ID
27622653
Location
Augusta,  GA 46804
Other Location
Description
Corsica Technologies is consistently recognized as one of the top managed IT and cybersecurity providers, helping organizations leverage technology as a competitive business advantage. Our integrated services protect companies and enable them to succeed.  As our mission states, we are a key catalyst in protecting organizations, empowering their employees, and enabling their technology to gain a competitive business advantage so they can thrive. 
 
Our team is focused on hiring the right people, in the right jobs, to help us continue to grow and move forward in creating a new level of service in the IT industry. Do you have what it takes to join the team? With decades of combined experience in our space, our leadership team thrives on helping their clients solve their most complex IT challenges. 



Regional Service Manager

Purpose
 
Our clients rely on the IT services we provide so they can serve their clients, employ their staff, and add value to their communities. Increasing client confidence through timely, professional, friendly, and knowledgeable remote-support service is paramount to being the IT Leader we strive to be. Additionally, Corsica depends on the efficiency of Service Desk members to keep costs low. The purpose of the Regional Service Manager is to manage the outcomes from each of the regional support team, including pods, ensuring that quality standards and requirements will be met internally and externally as it pertains to agreement for of all levels to Corsica clients. The Regional Service Manager builds trust with our employees and clients by ensuring the Service Desk team executes at the highest levels of operational excellence, thereby exceeding client expectations. Additionally, the Regional Service Manager helps maximize operational efficiency by identifying the root cause of issues, create documentation for critical processes as well as other initiatives, then effectively prioritizing team efforts and properly aligning tasks to resources, leveraging the features within the PSA, enforcing procedures, and identifying anomalies. 

Responsibilities 

The responsibilities for this position include:  
 
  • Monitor, the regional service desk team’s performance. 
  • Own continual improvement of IT Services.
  • Constantly evaluate current service quality for improvement opportunities across all areas of Service Desk.  
  • Provide management oversight of the ITSM employees in the respective region. 
  • Provide input on the dispatch process of service requests to ensure full utilization of resources. 
  • Improve usage of Support resources and increase productivity of the team. 
  • Communicate with all parties in a constructive manner to guarantee customer expectations are met. 
  • Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients, as necessary. 
  • Perform customer follow-up to verify final resolution and determine satisfaction level. 
  • Interface with appropriate technical personnel for customer problems that cannot be resolved effectively. 
  • Understand overall service desk objectives, as well as the role and function of each team member. 
  • Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests. 
  • Assist the service desk team in design and development tasks. 
  • Contribute to the continuity of services by providing the necessary leadership. 
  • Drive problem investigations and resolution as required. 
  • Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production. 
  • Design and maintain process documentation for the service desk team. 
  • Manage the process of implementing change efficiently and effectively. 
  • Help ensure that everyone in IT Services has knowledge and understanding of Service Level Objectives (SLO) and relevant operational policies, processes, and procedures. 
  • Assist IT Services Management with the following, as necessary:  Setting expectations, training, accountability, performance evaluations, career development, hiring, and disciplinary action. 
  • Design and maintain process documentation for the service desk team. 
  • Identify procedural anomalies and make appropriate recommendations, coaching, updating procedures, team training, etc. 
  • Provide operational leadership around tool adoption (ConnectWise, N-Central, IT Glue, Phone System). 
  • Develop processes and procedures that drive consistency in IT Services operations:  Clearly defineand document standardsfor identification, classification, prioritization, escalation, and resolution of client requests, incidents, and problems. 
  • Develop processes and procedures that improve consistencyefficiency, and productivity in IT Services operations:   
  • Clearly define and document standardsfor identification, classification, prioritization, escalation, and resolution of client requests, incidents, and problems.
  • ​​​​Workforce Management to assist ITSM team for attendance, staffing and productivity purposes.   
  • Prepare for and participate in ITSM management meetings. Provide information and input to help team make tactical decisions, as well as policy and process changes. Follow up via additional meetings, one on ones, etc. 
  • Manage the process of implementing change efficiently and effectively. 

CompetenciesandQualities 

Qualified candidates must meet the following job requirements:

 
  • Able to work with a team, communicate effectively, and have high attention to detail 
  • Able to function effectively in a high paced environment 
  • Able to understand the perspective of the client in all service interactions 
  • Make effective use of time, delegate, and complete tasks effectively and on time 
  • Meet client and corporate expectations for attendance, quality, and performance 
  • Able to drive a culture of continuous improvement while fostering creativity and innovation Able to develop short and long-term action plans based improvement plans 
  • Must complete ConnectWise Manage Service Manager training (ConnectWise University) 

Five Key Characteristics of Corsica Team Members
 
  • Problem Solvers.  We love a challenge and are passionate about using technology to solve our client’s real-world problems. 
  • Team Players.  We work together to achieve our goals and provide the most positive outcomes for each other and our clients. 
  • Decision-makers.  We are empowered to make informed decisions and take actions that drive results for our company and our clients. 
  • Client-focused.  We make both our internal and external clients our top priority and aim to exceed expectations in everything we do. 
  • Inclusive.  We believe that everyone contributes to our success.  Our clients and team members are seen, heard, and valued. 

Education, Experience, andCertifications 

Required

 
  • Must have at least a high school diploma or GED. Bachelor’s degree or better is preferred.
  • A minimum of 6 years of professional ITSM or management experience is preferred. 
  • Two or more certifications from vendors such as CompTIA, ITIL, or Microsoftarepreferred.
   
SupervisoryResponsibility 

This position has direct supervisory responsibilities and is expected to supervise work on service tickets to ensure alignment with Corsica processes.  

WorkEnvironment
 
In most cases, work will be performed in a climate-controlled office space. Work will require the use of standard office equipment, such as computers, phones, and multi-function printers. The position will be expected to make use of specialized tools and software for troubleshooting and maintaining systems and infrastructure.   
This position requires less than 10% travel. Overnight travel may be required infrequently for management or business development purposes.  

PhysicalDemands 

 
  • Candidate should be able to lift 20 pounds or more. 
  • Job will require sitting for long periods of time and may occasionally require bending, lifting, and driving.  

Position Type/ExpectedHoursofWork  
This is a full-time position for five, eight-hour days (40 hours total) per week. A one-hour lunch break is provided. Shift start times range from 6:00 AM to 9:00 AM.  
Other Duties 
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.  

Benefits: 
We are fully invested in the growth and well-being of our employees and offer the following benefits to our employees in all locations: 
  • 401K 
  • Medical, Dental, Vision 
  • Health Savings Account 
  • Life Insurance  
  • Short and Long-Term Disability
  • PTO plus Paid Holidays 
  • Training and development opportunities 
  • Educational assistance 
  • EAP services that include free counseling services for employee and family 
  • Adoption assistance 
  • Commuter benefits 
 
If you’re up for the challenge and enjoy the satisfaction of knowing your work has made a difference in helping other companies leverage technology as a competitive business advantage, then we want to hear from you today! 
 
If you don’t think you meet all the criteria above and are still interested in the job, please apply.  Nobody checks every box, and we're looking for someone excited to join a great team of professionals. 
 
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. 


 

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