Service Desk and Connectivity Manager

As our Service Desk and Connectivity Manager, you’ll lead AIS’s Customer Service Representative (CSR) and Connectivity Applications Team (CAT), and drive performance through measurable results. This role is ideal for a leader who is data-driven, highly accountable, technically curious, and comfortable managing a fast-paced environment. You’ll develop people, improve processes, solve problems, and ensure commitments are carried through to completion.

Purpose

This role supports AIS’s commitment to providing technology that works for our clients and revolutionizes their business while providing service they’ll fall in love with.

Major Goals

1. Own and elevate the customer service experience by ensuring customer requests are handled professionally, accurately, and within established service expectations.
2. Lead, coach, and develop the CSR and CAT teams, establishing clear expectations, measurable performance standards, appropriate training, and individual accountability.
3. Continue developing the CSR team into a stronger first level of technical support, with the goal of remotely resolving up to 25% of Office Equipment service calls that do not require field service.
4. Manage Service Desk performance and SLAs, including ticket quality, response, aging, backlog, escalation, completion, and customer communication.
5. Own Office Equipment connectivity processes, including customer network information/NIF collection, installation readiness, connectivity support, and coordination with customers and internal departments.
6. Manage the health of AIS’s deployed Data Collection Agent (DCA) environment, ensuring equipment remains connected, accurately reporting, and appropriately supported when connectivity issues occur.
7. Use data and KPIs to manage performance and drive continuous improvement, identifying trends, performance gaps, training needs, and opportunities to improve efficiency and customer experience.
8. Build a scalable technical service-desk model by strengthening the people, processes, documentation, technical capabilities, and operating discipline required to support AIS’s evolving service strategy.

Job Functions

Daily responsibilities include, but are not limited to:

• Lead the daily activities and performance of the Customer Service Representative and Connectivity Applications teams.
• Ensure incoming service, supply, email, chat, and other customer requests are handled professionally and promptly.
• Ensure service requests are accurately entered, classified, documented, assigned, and managed within e-Automate and other applicable systems.
• Monitor SLA attainment, ticket aging, backlog, escalations, workload, and completion.
• Maintain clear escalation paths and ensure customers receive appropriate communication throughout the resolution process.
• Review ticket quality and accuracy, including notes, customer information, parts and labor information, contract/chargeable status, and other required documentation.
• Develop CSR technical capabilities through training, troubleshooting procedures, knowledge resources, coaching, and clearly defined escalation criteria.
• Measure and improve CSR remote-resolution performance, working toward AIS’s goal of remotely resolving up to 25% of Office Equipment service calls.
• Lead the Connectivity Applications Team responsible for Office Equipment connectivity and related technical support.
• Manage the NIF/network-information process to ensure required customer network information is gathered accurately, and equipment is properly prepared for installation.
• Coordinate with other departments to ensure successful equipment installations and network connectivity.
• Manage the resolution and escalation of Office Equipment connectivity-related service requests.
• Manage AIS’s deployed DCA environment, including KFS, Xerox DCA, HP DCA, and other supported platforms.
• Proactively identify equipment, locations, or DCA agents that stop reporting and ensure exceptions are assigned, escalated, and resolved through completion.
• Monitor DCA fleet health to help ensure accurate device reporting and timely supply replenishment.
• Manage customer supply requests, including order accuracy, backorders, and fulfillment.
• Establish clear expectations and measurable performance standards for team members.
• Provide regular coaching, feedback, training, and development while addressing performance gaps promptly and appropriately.
• Use mistakes as coaching and development opportunities while maintaining individual accountability.
• Manage staffing, schedules, timecards, PTO, and appropriate department coverage.
• Own and regularly review department dashboards and KPIs, including customer experience, SLA attainment, ticket aging, remote resolution, workload, ticket quality, CAT performance, and DCA health.
• Use operational data to identify trends, root causes, training needs, and opportunities for process improvement.
• Establish clear ownership, milestones, and completion dates for department initiatives and corrective-action plans.
• Drive assigned projects, Rocks, and continuous-improvement initiatives through completion.
• Work cross-functionally with other AIS departments to coordinate efforts and resolve customer and operational issues.
• Other duties as assigned.

Who We Are

AIS is a Premier IT Business Technology Company headquartered in North Las Vegas, Nevada, with additional branches in Southern California.

AIS’s Core Values: We Adapt and never lose our Integrity to Surpass expectations — We are AIS-NOW.

This is aligned with the AIS Mission Statement: Our mission as a company is to exceed our customers’ expectations by providing unparalleled business solutions with leading-edge technology products, coupled with unmatched service, supplies, and support. Our foundation of work ethic, integrity, and teamwork enables us to work within a culture that cares about our customers, our community, and each other.

We offer a comprehensive benefits package including medical, dental, vision, life insurance, a 401(k) Savings Plan with company match, and a PTO program that includes vacation time, personal time, and volunteer time off. We also offer recognition programs, incentive travel rewards, company-sponsored events, team-building opportunities, and a robust Leadership Development Program.

AIS is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and fostering a culture and environment where every employee feels valued.