Service Ticket Manager

"Whatever I.T. takes, we will fix I.T."

I.T. Matters, Inc., a leading provider of Managed IT Services, Backup, Disaster Recovery, Cloud Hosting, Telephony, and IT Security Services to Small and Medium Businesses in the greater Houston, Texas area (central time zone), is expanding its team. Founded in 2012, we are dedicated to delivering exceptional technical solutions to our clients. We are currently seeking a highly skilled and motivated individual to join our team as a Service Ticket Manager.

We are seeking a skilled and proactive Service Ticket Manager to oversee and optimize our dispatch ticket and escalation processes. The ideal candidate will play a key role in ensuring the smooth operation of our ticketing system, managing service agreements, and leading a dynamic team of professionals. The Service Ticket Manager will be responsible for setting up and maintaining workflows, ensuring seamless collaboration within the team, and driving exceptional service delivery.

Key Responsibilities:

Oversee Dispatch and Escalation Processes: Ensure timely, accurate, and efficient handling of dispatch tickets and escalation procedures to maintain service excellence.

Service Agreement Management: Review, update, and manage service agreements related to ticketing to ensure compliance and customer satisfaction.

ConnectWise Workflow Management: Set up, manage, and optimize ConnectWise workflow rules and permissions to streamline ticket management processes and improve team efficiency.

Team Leadership and Mentorship: Lead, mentor, and support the ticketing team, including MSP Ticket Agents, to ensure performance goals are met. Provide coaching and development opportunities to promote career growth.

Performance Monitoring and Improvement: Regularly assess team performance, provide feedback, and implement improvements to enhance ticket resolution times and overall service quality.

Requirements:

Proven experience in ticket management, preferably with ConnectWise or similar platforms.

Strong understanding of service agreements and ticketing workflows.

Demonstrated leadership experience with the ability to mentor and manage a team.

Exceptional organizational, problem-solving, and communication skills.

Ability to work in a fast-paced environment while maintaining attention to detail.

If you’re passionate about optimizing processes and leading a team towards continuous improvement, we encourage you to apply for the Service Ticket Manager position. Join us in delivering outstanding service and maintaining the high standards our clients expect.

We offer a competitive salary, work-life balance, full-time and long-term career opportunities, supportive leaders and co-workers, eligibility for bonuses, and performance-based raises after a certain period. Join our team of rock stars, where attention to detail and a drive to learn are celebrated and encouraged. Apply now to seize this exciting opportunity to contribute to our dynamic organization.

Please note that the paid range for the hourly rate is $6-$8 per hour, commensurate with knowledge and experience.


Apply for this position by following these instructions:
1. Subject Head: I.T. Matters, Inc. - Service Ticket Manager (OLJ)
2. Attach a copy of your updated CV (required) and IT-related certifications (optional)
3. Send your email applications to careers@itmattersinc.com