Entre Computer Services

Compensation

Full Description

Job Title: Sr. Service Administrator Company Overview: Entre Computer Services is Rochester's leading provider in technology services, specializing in Managed Services, IT Infrastructure Engineering & Architecture, Application Development, Hardware & Software Sales, and IT Outsourcing & Recruiting. Founded in 1984 and headquartered in Rochester, NY, Entre is committed to delivering innovative IT solutions that empower businesses to achieve their goals efficiently and securely. Role Overview: As a Sr. Service Administrator, you will play a critical role in managing and optimizing service delivery processes to ensure exceptional client satisfaction. You will act as a liaison between technical teams and clients, overseeing service requests, incident management, and service level agreements to maintain high standards of operational excellence. What You'll Do: - You will manage and coordinate service delivery activities to meet client expectations and contractual obligations. - You will serve as the primary point of contact for escalated service issues, ensuring timely resolution. - You will monitor service performance metrics and generate reports to identify areas for improvement. - You will collaborate with technical teams to streamline workflows and enhance service efficiency. - You will maintain accurate documentation of service processes, incidents, and resolutions. - You will assist in the development and enforcement of service level agreements (SLAs). - You will support continuous improvement initiatives to optimize service delivery. - You will provide training and guidance to junior service administrators and support staff. What You Bring: - Minimum of 5 years experience in IT service management or a related field. - Strong knowledge of ITIL frameworks and service management best practices. - Proficiency with service management tools such as ServiceNow or similar platforms. - Excellent communication and interpersonal skills to effectively liaise with clients and internal teams. - Proven ability to manage multiple priorities and resolve complex service issues. - Detail-oriented with strong organizational and documentation skills. Bonus Points If You Have: - ITIL v3 or v4 certification. - Experience working in a Managed Services Provider (MSP) environment. - Familiarity with network infrastructure and cloud services. - Project management experience or certification (e.g., PMP). What We Offer: - We offer a competitive salary and comprehensive benefits package. - We offer opportunities for professional growth and continuous learning. - We offer a collaborative and supportive work environment. - We offer flexible work arrangements to support work-life balance. - We offer access to cutting-edge technology and tools. Ready to Apply? Please submit your resume and cover letter to careers@entrecs.com with the subject line "Sr. Service Administrator Application." We look forward to learning how you can contribute to our team.