Service Manager
Autotask setup
PERMISSIONS Service Desk User (system)
Timesheet approver: the Business Owner user account that was created by our provisioning team.
What service managers do
As a service manager, you do everything your technicians do. Additionally, your job includes some or all of the following:
- Coordinating the work of the team
- Triaging and assigning tickets
- Reviewing the work of team members
- Training and assisting team members
- Dispatching technicians
How Autotask adds value
As the service manager, you are responsible for all customer devices your local organization manages, and all tickets they generate. You balance the workload of the technicians, and assist if Level II expertise is required.
The role-based dashboard tabs in Autotask allow your to see the big picture on the Service Manager tab, but also look at the Technician dashboard of any resource.
Autotask pages you will work with
In your role as service manager, you will mainly work with the following entities:
Dashboard
We have configured a dashboard tab specifically for the service manager. Refer to Service Manager.
Tickets
A ticket is an electronic form that tracks everything about a service delivery engagement. It captures the problem or service request, additional notes or attachments, and tracks your time, materials, and expenses. For everything you need to know about tickets, refer to About tickets.
Timesheets
All time entries you make on tickets are automatically tracked on your timesheet. Depending on your local organization's business model, this data is used to directly bill the customer for your labor or to calculate the cost of managed services. At the end of each timesheet period, you will be submitting your timesheet to your approver. For everything you need to know about timesheets, refer to About timesheets.
