Service Management Associate

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.

We value ownership, execution, growth, intelligence, and camaraderie. We are looking for people who share our Core Values, thrive, and contribute to this environment while putting the customer first. At Atlas Technica, we offer a competitive salary, comprehensive benefits, and great perks to our global Team. We strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members. Join Atlas Technica now

We seek an Associate, Service Management to join Atlas Technica's rapidly growing organization. This operations-focused role offers excellent career development opportunities for a candidate who thrives in fast-paced, data-driven environments.

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).
• Support internal initiatives such as process documentation, SOP updates, and project tracking in and Confluence.
• 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.
• Working knowledge of ITIL concepts (incident, service level management, continual improvement) and how they apply to MSP operations.

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.