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IT Service Manager 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Job Summary:

Our Service Managers oversee all service delivery within or at the branch level.  They work with their service staff, Account Managers and District VPs to provide superior service and exceed our customers’ needs and expectations.  Our SMs are responsible for the delivery of client services and employee relations. They are also responsible for the financial and operational aspects of the business.  SMs are actively engaged with our sales staff to assist in the selling of branded solutions.

Essential Duties:

Primary escalation point for client and employee issues and problems at the branch level

Understand and manage monthly P&L and operational statements, accounts, and reports

Employee Performance Management: 

covering items such as Job Plans, Performance Appraisals, Development Plans, Salary Reviews, Employee coaching and mentoring; any performance issues and problems; approving and scheduling vacation and sick time off and coverage.

Actively participates in employee recruiting and interviewing for all associates: full time, temp and contractor

Understand, utilize, and display appropriate leadership, professionalism, and management behavior

Understand and leverage internal tools and administrative and operational support systems to enhance the overall and financial performance of the branch

Other duties as assigned



Position Requirements

Required Qualifications:

  • Experience with Lifecycle Services or Managed Services, particularly in the realm of Help Desk or Desktop Services
  • Previous IT management experience with at least 1 years of direct P/L responsibility
  • Experience with technology solutions and how those impact ROI (technical certifications are not required)
  • Proven success managing remote work team members
  • Ability to prepare Statements of Work, Project Definitions, and estimates and job-costing for individual projects
  • Capable of creating short and long-range cost and revenue forecasts for medium to large-sized accounts
  • Fundamental understanding of account operations processes and financial and business concepts
  • Previous IT management experience
  • Typically requires project management experience with Information Technology Infrastructure Library (ITIL), Project Management Institute (PMI) or Total Project Management (TPM) methodologies

Additional Information:

Travel throughout the greater Cleveland areas (including Akron/Canton) is required.  2-day visits to Pittsburgh market expected every 10-14 days.

No Relocation provided for this position.  Local candidates to Cleveland only.

Location Cleveland, OH  
Full-Time/Part-Time -no especificado-  
Shift -not applicable-  
Category Management  
About the Organization Providing IT solutions nationally since 1987, PCM, Inc. is an industry recognized, publicly traded, value-added direct marketer of technology products, services and solutions to businesses, government, education, and individual consumers. Fully accredited and authorized by major manufacturers including HP, Apple, Cisco, Microsoft, Dell, and 1500 others, PCM offers product and service solutions through field sales, call center, and eCommerce venues. With annual sales of $1.5B+, 3000 employees and over 400,000 products available, PCM delights in serving small, medium and enterprise level businesses.

PCM has a national presence with branch and satellite offices from California to New Jersey.

In addition to selling products, PCM has the capabilities and resources to consult, configure, install, implement and support what we sell. Service offerings include:

• Networking and infrastructure solutions
• Enterprise systems and storage solutions including data migration, replication, disk/tape storage management, SAN, NAS and virtualization
• Integration and configuration solutions
• Monitoring and operations solutions
• Advanced printing solutions
• 24/7 Help Desk
• System refresh and installation solutions
• Staff Augmentation resources
• Recycling & disposal solutions

PCM has received certifications and authorizations from all major manufacturers. From A+ to CCIEs, business analysts to architects, we have the expert staff to advise clients in making best-fit technology decisions.

PCM is an Equal Opportunity / Affirmative Action Employer ' Minority / Female / Disability / Veteran  
Tags service delivery; IT management; infrastructure; desktop services; managed services; budget; forecast & analysis; P&L  
Req Number MAN-12-00230  
Internal Approved REQ# PCM-BILL-1304-44  

This position is currently not accepting applications.

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