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Urgent! Service Management Associate Job Opening In Remote – Now Hiring Atlas Technica
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 (https://atlastechnica.com/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 Monday.com 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.
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Unlock Your Service Management Potential: Insight & Career Growth Guide
Real-time Service Management Jobs Trends in Remote, Peru (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Service Management in Remote, Peru using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 318 jobs in Peru and 13 jobs in Remote. This comprehensive analysis highlights market share and opportunities for professionals in Service Management roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! Atlas Technica is currently hiring and seeking a Service Management Associate to join their team. Feel free to download the job details.
Wait no longer! Are you also interested in exploring similar jobs? Search now: Service Management Associate Jobs Remote.
An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Atlas Technica adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Service Management Associate Jobs Peru varies, but the pay scale is rated "Standard" in Remote. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Service Management Associate typically include Other General and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
To improve your chances of getting hired for Service Management Associate, consider enhancing your skills. Check your CV/Résumé Score with our free Resume Scoring Tool. We have an in-built Resume Scoring tool that gives you the matching score for each job based on your CV/Résumé once it is uploaded. This can help you align your CV/Résumé according to the job requirements and enhance your skills if needed.
Here are some tips to help you prepare for and ace your job interview:
Before the Interview:To prepare for your Service Management Associate interview at Atlas Technica, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Atlas Technica's products or services and be prepared to discuss how you can contribute to their success.
By following these tips, you can increase your chances of making a positive impression and landing the job!
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