While we already have an outstanding IT service manager at our Columbus, Ohio office, Matt recently talked with him about his role in managing our IT infrastructure and services. Here’s what he had to say! I’m very fortunate in that I get to work with some of the best technology in the business and work with people who are as passionate about technology as I am. It also means that challenges to overcome every day – some big, some small – keep me on my toes.
Controlling The Infrastructure
A successful manager understands what each team member is responsible for. As a service manager at MSP Columbus, I oversee network and server systems, manage contracts with vendors, maintain tools used by support agents and troubleshoot issues as they arise.
My primary goal is to help my clients get on with their day-to-day operations without disruption. I’m also here to assist support agents in any way possible. This often means mentoring them when it comes to installing and configuring new software or setting up new hardware for our customers or staff members who need access to company resources from outside our offices.
Communicating With Clients
As mentioned, one of your service manager roles is managing client expectations. This can mean talking with clients daily (sometimes multiple times a day), sending email updates, and providing a window into their project’s status.
Whether or not you use project management software, staying in touch with clients and letting them know what’s happening on their projects is important. If they need something done quickly, they want to know that you’re putting in extra hours or have brought someone else onto the team.
Monitoring and Managing Resources
The job of a service manager is to monitor and manage existing resources and establish and enforce standards, priorities, policies, and procedures. At MSP Columbus, we help our clients look at their current practices, systems, and personnel. Then we help develop new processes for them.
We set up procedures to ensure that customer requests are handled orderly. For example, we will set up RMA (Return Material Authorization) procedure, so customer returns are handled effectively by customer service staff through internal support of the returns management team.
Improving Efficiency
Improve efficiency to reduce unnecessary costs, provide superior service and ultimately improve profitability. According to Forbes, Backing up all your data regularly is a smart idea. Still, when working with sensitive or critical business information, that backup must be performed with strict security standards.
Many businesses find themselves at risk for disaster due to inadequate data protection practices. Backups are a great place for MSPs (Managed Service Providers) to build trust and show off their knowledge—and it’s something that most small businesses don’t do well enough on their own. By partnering with MSP Columbus – We protect your critical data from every angle.
Forecasting Trends
To create a plan, you first need to know your baseline costs. If you don’t grasp how much your services cost and how they fluctuate with demand and seasonality. It’s hard to know where you’ll be in three or six months.
Please make sure you have concrete numbers (pulled from invoices) for every service so that forecasting trends is a snap when it comes time to create your budget plan. There are several tools designed specifically for service MSPs (like InfiniteCloud). Could you take advantage of them? Your SaaS provider probably has one that’s free or inexpensive as well.
Ensuring Compliance
Whether your company is growing or just starting, hiring a full-time IT specialist to manage equipment and monitor its performance can be challenging. The role of IT service manager has been created to take on these responsibilities. An MSP serving Columbus will likely assume some (or all) of these roles as part of its comprehensive technology strategy.
Providing Support and Guidance
An IT service manager is part owner, part problem solver, and part liaison. You’ll have a strong understanding of how your company’s technology infrastructure works, and you’ll be able to look at issues with a clear eye. Your job will be to help maintain it all.
To ensure that computers are up and running when needed—and to troubleshoot when they aren’t. And sometimes, that means getting out from behind your desk and going hands-on with your customers (you can probably guess what customers hate most).
But as an MSP expert overseeing everything, you should know all about these issues before they arise. Which is why experience working in an MSP environment is crucial for anyone who wants to work in management.
Coordinating Third-Party Providers
At MSP Columbus, our technical service manager oversees every aspect of a technology-related project. For example, when a new application is installed in your office. Our TSM will coordinate with all involved parties—internal employees or third-party providers like software developers and support engineers.
Our TSM will work to create a detailed timeline for each step in any given process, ensuring that everyone understands exactly what’s expected of them at each stage. Your TSM will also work with you to craft emergency procedures (like power outages) and quickly troubleshoot any possible problems. They’ll even be there after hours or on weekends if you need someone immediately!
Researching New Technology Solutions
One of the best ways to become more knowledgeable about any business area is to stay up-to-date with technology. Learning about new trends, emerging hardware and software developments, or simply reading how others are leveraging technology will give you a deeper understanding of what’s possible and allow you to think more creatively about your company’s technology needs. This research won’t just make you more valuable as a manager; it can also provide you with a competitive edge that could attract clients looking for innovative providers.
What is the role of an IT Service manager?
An IT service manager is a liaison between your company and your company’s technology providers. If you’re looking for an outsourced IT team to help boost productivity and efficiency. Then you need someone to help manage that relationship.
An effective service provider will have direct relationships with business owners, not just engineers and technical experts. Your MSP must also know how you can help them grow their own business. After all, if they don’t think they can make money by partnering with you. They probably won’t want to work with you.
What makes a good IT Service manager?
The IT service manager is an essential part of any managed service provider (MSP) team. If you’re looking to work in a managed services environment, a background as a project manager would be very beneficial. The role requires you to be able to perform multiple tasks and keep track of many different things all at once.
An ideal candidate will always focus on long-term goals without losing sight of deadlines. Multitasking skills are also very important for these roles. It’s not enough to be good at your job; effective management skills are vital for success as an MSP IT service manager or PM. A good sense of humor is often helpful too! Here you will learn about tools for business managers.
Final Words
One of our most popular questions is What exactly does an MSP do? Or, What does a service manager do at an MSP? You get it. There are plenty of misconceptions about what Managed Service Providers (MSPs) do, and plenty of people have no idea that such services even exist.
