Job OverviewWe are seeking an experienced and dynamic Service Manager to lead our IT support and service delivery teams. The ideal candidate will oversee the planning, implementation, and management of IT services, ensuring optimal performance, security, and customer satisfaction. This role requires a strong background in system administration, network security, and cloud platforms. The Service Manager will coordinate cross-functional teams, manage client relationships, and drive continuous improvement initiatives to meet organizational objectives.
Responsibilities- Own day-to-day MSP service operations including ticket triage, prioritization, queue health, and service standards.
- Maintain, improve, and enforce workflows, procedures, and documentation tied to managed service delivery.
- Ensure core security practices are consistently followed (access controls, backups, monitoring, alerting).
- Identify recurring issues and drive permanent fixes through technical and process improvements to technical leads.
- Recruit, onboard, coach, and ensure education and mentoring occurs for service team members.
- Set clear expectations for performance, communication, and documentation.
- Support performance reviews, development plans, and corrective action when required.
- Build a learning culture and strengthen onboarding by developing internal training standards.
- Ensure technicians have the tools and clarity needed to deliver consistent service.
- Serve as the primary account owner for assigned MSA clients, attending meetings as required, based on client size.
- Conducts regular client check-ins and service reviews focused on satisfaction, risks, and alignment.
- Clear understanding of the assigned accounts' business goals and directions and drives return on investment with our products and services.
- Utilize an understanding of each customer’s environment to identify customer needs and future technology goals.
- Act as escalation leader for complex service issues and major incidents.
- Ensure calm, timely, confidence-building communication during outages or high-stress events.
- Partner and collaborate with Sales and Procurement when scope, pricing, hardware purchases or agreement changes are required.
- Assist with vendors, manufacturers, and other ordering issues for an efficient supply chain for our clients.
- Identify trends and prevent issues from occurring by being proactive, bringing issues to owners as needed.
- Maintain operational discipline in the PSA/ticketing system.
- Use trend analysis to reduce repeat incidents and improve preventative service.
- Work with team to introduce automation and tooling improvements where appropriate.
- Collaborate with Lead Project Technician on resourcing and technical guidance.
- Ensures project work transitions cleanly into managed services.
- Confirm documentation, access, monitoring, and ownership are complete post-project, with lead and secondary technicians assigned to client.
Experience- Proven experience in IT project management
- Hands-on experience with cloud platforms including AWS and Azure.
- Strong background in system administration across Windows Server environments (Microsoft Windows Server, Microsoft Exchange) and Linux systems.
- Proficiency in network infrastructure including TCP/IP protocols, DHCP, DNS, VPNs, Cisco routers, firewalls.
- Experience managing databases such as Microsoft SQL Server; familiarity with SQL queries and database optimization.
- Excellent leadership qualities with the ability to manage cross-functional teams effectively.
- Strong communication skills to liaise with technical staff, vendors, and executive stakeholders effectively.
This position offers an opportunity to lead innovative IT initiatives within a collaborative environment dedicated to excellence in service delivery.
PayPay: $25.00-$35.00 per hour
Benefits- Company events
- Employee assistance program
- Extended health care
- On-site parking
- Vision care
Work LocationWork Location: In person