Entre Computer Services

Compensation

Full Description

Job Title: Sr. Service Administrator Company Overview: Entre Computer Services is Rochester's leading provider in technology services, including Managed Services, IT Infrastructure Engineering & Architecture, Application Development, Hardware & Software Sales, and IT Outsourcing & Recruiting. Founded in 1984 and headquartered in Rochester, NY, Entre has built a reputation for delivering innovative and reliable IT solutions to businesses of all sizes across various industries. 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, coordinating service requests, managing escalations, and driving 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 streamline workflows and improve service efficiency. - 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 onboarding of new clients and the training of junior service staff. - You will participate in regular service review meetings with clients and internal stakeholders. - You will contribute to the development and implementation of service policies and procedures. What You Bring: - You have 5+ years of experience in IT service management or a related field. - You possess strong knowledge of ITIL frameworks and best practices. - You have excellent communication and interpersonal skills to manage client relationships effectively. - You are proficient in using service management tools such as ServiceNow or similar platforms. - You demonstrate strong problem-solving abilities and attention to detail. - You have experience working in a fast-paced, client-focused environment. Bonus Points If You Have: - ITIL v3 or v4 certification. - Experience with project management methodologies like Agile or Scrum. - Familiarity with cloud services and infrastructure management. - Previous experience in a senior service administration or leadership role. What We Offer: - We offer competitive salary and comprehensive health benefits. - We offer opportunities for professional growth and certification support. - We offer a collaborative and inclusive work environment. - We offer flexible work arrangements including remote work options. - 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.