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 continuous improvement initiatives. What You'll Do: - You will manage and coordinate service delivery activities to meet client expectations and service level agreements. - You will serve as the primary point of contact for escalated service issues, ensuring timely resolution. - You will collaborate with technical teams to monitor and improve service performance and reliability. - You will maintain accurate documentation of service processes, incidents, and resolutions. - You will analyze service metrics and generate reports to identify trends and areas for improvement. - You will support the implementation of new service management tools and best practices. - You will facilitate communication between clients and internal teams to ensure clear understanding of service requirements. - You will contribute to training and mentoring junior service administrators. What You Bring: - You bring 5+ years of experience in IT service management or a related field. - You have strong knowledge of ITIL frameworks and service management best practices. - You possess excellent communication and interpersonal skills to manage client relationships effectively. - You are proficient with service management software such as ServiceNow or similar platforms. - You have strong analytical skills to interpret service data and drive improvements. - You demonstrate the ability to manage multiple priorities in a fast-paced environment. Bonus Points If You Have: - Experience working in a Managed Services Provider (MSP) environment. - Certifications such as ITIL v3/v4, PMP, or similar project management credentials. - Familiarity with network infrastructure and cloud services. - Experience with automation tools and scripting to enhance service processes. What We Offer: - We offer competitive salary and comprehensive benefits including health, dental, and vision insurance. - We offer opportunities for professional growth and continuous learning. - We offer a collaborative and inclusive work environment that values innovation. - We offer flexible work arrangements to support work-life balance. - We offer employee wellness programs and team-building activities. 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 at Entre Computer Services.