Service Management Associate

hace 2 semanas

Lima, Perú Atlas Technica A tiempo completo

**Title: Service Management Associate**
**Reports to: Manager, Service Management**
**Type: Full-Time Contract**
**Shift: West Coast PST**

Atlas Technica's mission is to shoulder IT management, user support, and cybersecurity for our clients who are hedge funds and other investment firms. Founded in 2016, we have grown 100% year over year since inception through our uncompromising focus on service.

You will collaborate across the Service department to provide real-time oversight of the engineer call queue while supporting operational analysis, documentation, and continuous improvement of SLA performance

**Responsibilities**:

- Call Queue Oversight (Core Function - ~60%)
- Monitor daily call queue performance for coverage, volume, and adherence.
- Ensure engineers log in/out of the queue on time and follow SOPs.
- Resolve real-time conflicts related to breaks, PTO, or emergencies.
- Forecast call volume trends by time of day and day of week; make staffing recommendations.
- Generate reports and dashboards (wait times, handle times, abandonment rates, SLA compliance).
- Serve as escalation point for real-time call handling or queue technical issues.
- Maintain accountability tracking for attendance, missed calls, and queue compliance.
- Provide weekly reporting and recommendations to leadership.
- Service Management Support (Supplemental Function - ~40%)
- Assist Service Management team with trend analysis in ConnectWise Manage and Power BI (e.g., ticket volume patterns, SLA breaches, or recurring client issues).
- Help collect and organize Root Cause Analysis (RCA) and Major Incident follow-up data for leadership review.
- Partner with Resource Coordination and Support Managers to align call queue staffing with ticket demand and SLA targets.
- Participate in service improvement meetings and help document follow-up actions.
- Identify and flag recurring issues, process gaps, or training opportunities to Service Management leadership.

**Qualifications**:

- Strong knowledge of ConnectWise Manage and 1Stream (or similar call routing system).
- Familiarity with call center metrics such as SLA attainment, ASA (Average Speed of Answer), abandonment rate, and staffing adherence.
- Experience with contact center or ITSM tools (e.g., BVOIP, 3CX, RingCentral, ServiceNow).
- Excellent communication and escalation skills; calm under pressure.
- Organizational and conflict-resolution skills, with strong attention to detail.

Desirable Qualities
- Experience in an MSP environment supporting real-time service operations and dispatch.
- Familiarity with Power BI or similar analytics/reporting tools.
- Comfortable partnering cross-functionally with Resource Coordination and Support Managers to align real-time staffing with ticket demand.
- Exposure to the financial services client environment and white-glove service expectations is a plus.
- Atlas Technica is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics._

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