IT Service Manager - MSP

Symmetry IT is a leading provider of managed services, proudly serving businesses across Florida and Texas. We specialize in delivering custom IT support and security solutions tailored to meet the unique needs of our clients. With a commitment to innovation and excellence, we empower businesses to operate securely and efficiently. At Symmetry IT, we offer a fun and dynamic work environment where mentorship and professional growth are at the core of our culture. Join us and be part of a team that values collaboration, learning, and making a difference.

Symmetry IT is seeking a skilled and customer-focused IT Service Manager to join our growing team. In this role, you will provide expert technical guidance, strategic IT solutions, and exceptional support to our clients. As a key player in our company’s expansion, you will help shape our services, improve operational efficiency, and drive business success. Your ability to analyze IT needs, manage client relationships, and coordinate technical solutions will directly contribute to the growth and reputation of Symmetry IT. If you’re passionate about technology, problem-solving, and delivering top-tier IT solutions, we’d love to hear from you!

Responsibilities:

• Provide strategic guidance to clients on technology and IT infrastructures.
• Deliver expert technical assistance, including training and feedback.
• Meet with clients to assess project requirements, define scope, plan timelines, and set deadlines.
• Travel to client locations to collaborate on IT projects.
• Communicate effectively with staff at all levels within client organizations.
• Conduct research to thoroughly understand clients' system specifications, work practices, and business needs.
• Define hardware, software, and network requirements for clients.
• Manage technical accounts and maintain strong client relationships.
• Analyze clients’ IT needs and provide independent, objective recommendations for improvement.
• Develop solutions, prepare proposals, and implement agreed-upon IT system enhancements.
• Guide clients through the change-management process.
• Design, test, install, and monitor IT systems.
• Prepare documentation and progress reports for clients.
• Create training materials for end-users and fellow consultants.
• Identify potential clients and maintain business relationships.
• Triage incoming calls and tickets as the primary contact, coordinating with the technical team to manage customer issues and maintain communication throughout the process.
• Open and review each new ticket, assigning it to the most suitable technician based on the issue.
• Uphold exceptional customer service standards and maintain meticulous documentation of client requirements.
• Contribute to various tasks including order management, shipment tracking, and facilitating effective communication with customers.
• Serve as the primary point of contact for triaging incoming calls and tickets.
• Respond to clients to request additional information if needed to assist the technician when they receive the ticket.
• Identify trends to pinpoint and address noisy clients or devices, reducing recurring issues.
• Coordinate with the technical team to effectively manage customer issues and maintain continuous communication throughout the resolution process.

• Bachelor’s degree in a computer-related field or equivalent experience.
• Previous experience in Managed Services or a related field is required.
• Prior customer service and client relations experience is preferred.
• Strong analytical, logical thinking, and problem-solving skills.
• Relevant certifications are a plus.
• Excellent communication skills with the ability to convey technical concepts to non-technical clients and colleagues.

This role is based in our office in Coral Gables.

All your information will be kept confidential according to EEO guidelines.

Compensation: Salary plus bonus

401K