What does a Lead Service Manager do?
As a service manager, you will oversee all services to ensure that business needs are being met. You are responsible for the overall accountability of a company's business requirements. You will supervise customer service Associate's as well as being able to provide assistance to customers. A service manager is responsible for profit and employee retention. Being a service manager, you play an essential role in customer relations by providing efficient problem-solving and building lasting relationships.
You work for all kinds of companies in many different industries as a service manager. Building lasting relationships with customers is a large part of your job. You must have excellent communication skills, as well as being a strong leader. A service manager often leads a team of many service Associate's, so you need to have exceptional interpersonal skills. Some companies require a four-year degree in business, however, experience in the service industry is taken into consideration.
- Maintain a positive attitude while leading a team of 12 or more service Associate's in an efficient and productive manner
- Anticipate service associate needs using proper leadership techniques and proven problem-solving methods
- Have a full working knowledge of the service associate handbook to respond to every customer and service associate inquiry
- Manage all external service providers and review yearly contracts as needed to be able to maximize profitability
- Monitor top tier customer problems to ensure a high level of response time and proper problem resolutions
- Understand how to make changes to the company knowledge base to anticipate the needs of your team
- Develop a standard operating procedure handbook and a marketable service catalog for customers
- Monitor time cards and maintain fair schedules while tracking the calendar for holidays and emergency changes
- Must be comfortable being on the service floor and on your feet for six to seven hours per day while monitoring service Associate's
- Must be able to lift 50 pounds or less in order to properly serve customers if required
- Working knowledge of Windows computers, essential programs, and performance metrics applications
- Demonstrated ability to work solo as well as being a strong leader, overseeing an entire department of at least five employees
- Service Level Agreement (SLA) knowledge to guarantee proper and professional support parameters
- Set reportable metrics to measure and maintain performance and health of the company's service department
- Report to CEO the monthly Risk Impact Assessments (RIA) including their effects and the scope of the report
- Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions
- Demonstrated ability and proven track record of effective marketing campaigns and employee management
How much does a Lead Service Manager make near United States?
Lead Service Manager Career Path
Learn how to become a Lead Service Manager, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Years of Experience Distribution
Lead Service Manager Insights
“I would recommend to anyone who wants to work with great people and do a positive job for our customers!”
“Sodexo provides great growth opportunities within the company and provides online training to assist with career development.”
“It is an iconic and truly beautiful building and I was tremendously sad to leave.”
“I like the fact that I have all the tools and training needed to give the best customer service possible.”
“It was a great environment to make longlife friends and had grown in my career with support from certain managers.”
“The best part I like is unity and coordination of team member that’s make OTIS a great organisation.”
“I’m proud to work at company because they always appreciate when we achieve targets and good incentives.”
“I have been given many opportunities to grow my career and evolve as a leader in my department.”
Lead Service Manager Interviews
Frequently asked questions about the roles and responsibilities of a Lead Service Manager
- Regional Manager
- General Manager
- Branch Manager
The most common qualifications to become a Lead Service Manager include a minimum of a Graduate Degree and an average of 0 - 1 years of experience not including years spent in education and/or training.