Service Manager - Managed Services

Job Description

Job Description

The Service Manager - Managed Services, is responsible for leading service delivery and team management functions at Integrity. This role ensures that our clients receive high-quality, consistent, and efficient IT services that align with our brand promise, Do It Right the First Time , and our core value, Learn and Teach Every Day .

The Service Manager oversees the daily operations of the Managed Services team, driving performance, service quality, and process improvements to optimize efficiency and customer satisfaction. They play a critical role in ensuring adherence to best practices in system availability, security, and compliance while proactively identifying opportunities for service enhancements and operational improvements.

Additionally, the Service Manager is responsible for the professional development of the Managed Services team, fostering a culture of continuous learning, accountability, and collaboration. This role requires strong leadership, critical thinking, and problem-solving skills to effectively manage escalations, drive operational success, and contribute to the company’s strategic objectives.

The Service Manager works closely with leadership, technical teams, and clients to maintain alignment between business goals and IT service delivery.

This is a hybrid position requiring a minimum of two days in the office each week. Additional days may be required for new employee onboarding and team development.

Key Responsibilities

Service Delivery & Operational Excellence

• Ensure high-quality, consistent, and efficient IT service delivery that aligns with company standards and client expectations.
• Monitor and manage service request workflows to maintain operational efficiency and adherence to response and resolution objectives.
• Identify and implement process improvements to optimize service performance, increase system availability, and enhance security and compliance.
• Track and analyze key service metrics to assess team performance, service effectiveness, and client satisfaction.
• Proactively address service delivery challenges by implementing structured problem-solving approaches and process refinements.
• Oversee ticket management, escalations, and service-level performance, ensuring timely resolution of client issues.
• Collaborate with internal stakeholders to align IT service offerings with business goals and client needs.

Team Leadership & Development

• Lead, mentor, and develop a high-performing Managed Services team.
• Foster a culture of accountability, learning, and continuous improvement through coaching, feedback, and professional development opportunities.
• Conduct quarterly conversations and set clear expectations for team members to drive individual and team success.
• Identify and cultivate future leaders by providing growth opportunities and leadership development.
• Ensure the team follows established processes and best practices for service delivery, documentation, and client communication.

Client Engagement & Relationship Management

• Serve as a key point of contact for client service escalations, ensuring prompt and effective resolution.
• Partner with the Talent Development Director to align Managed Service team’s skills with client needs and strategic objectives.
• Ensure a proactive approach to client communication, keeping clients informed of service updates, planned maintenance, and issue resolutions.
• Support cross-functional collaboration with other teams to improve service consistency and enhance the client experience.

Strategic Planning & Business Alignment

• Contribute to the company’s financial and operational goals by ensuring service efficiency, cost-effectiveness, and revenue optimization.
• Work with leadership and Human Resources to assess staffing needs and to hire, train, and retain a skilled and motivated team.
• Lead departmental meetings and provide insights and updates to ensure alignment with company initiatives.

Compliance & Process Standardization

• Ensure team adherence to industry best practices, security protocols, and compliance requirements.
• Regularly audit time records, service tickets, and process compliance to uphold service standards and operational integrity.
• Continuously refine and enhance internal processes to improve efficiency, reduce errors, and maintain consistency across the team.

Additional Responsibilities:

• Participate in professional training sessions and share key learnings to foster individual and organizational improvement.
• Perform additional duties as assigned to support company goals.

Qualifications & Skills

Technical & Service Management Expertise

• Proven experience in IT service management within a Managed Service Provider (MSP) or similar IT support environment preferred.
• Strong understanding of best practices for service delivery, incident management, and problem resolution.
• Experience managing ticketing systems to optimize IT service workflows.
• Ability to analyze service metrics, identify trends, and implement data-driven improvements to enhance team performance and client satisfaction.
• Broad technical background with exposure to both systems and networking, including:
  • Windows Server, Active Directory, Group Policy, and Microsoft 365 administration
  • Network infrastructure fundamentals
  • Virtualization platforms and backup/disaster recovery solutions.
  • Awareness of cloud platforms and security practices.

Leadership & Team Development

• Demonstrated ability to lead, mentor, and develop a high-performing technical support team.
• Experience in coaching and performance management to drive accountability, professional growth, and team success.
• Strong collaboration and interpersonal skills to foster a positive team culture and encourage knowledge sharing.
• Ability to identify and develop future leaders within the team by providing structured growth opportunities.

Critical Thinking & Problem-Solving

• Strong analytical skills to assess service challenges and implement effective solutions.
• Ability to prioritize and make data-driven decisions in a fast-paced environment.
• Proactive mindset with the ability to anticipate service challenges and implement preventive measures.
• Capacity to manage escalations and resolve conflicts while maintaining a client-focused approach.

Client Engagement & Communication

• Excellent verbal and written communication skills to effectively communicate with stakeholders.
• Strong customer service orientation with a commitment to delivering a positive client experience.
• Ability to build and maintain client relationships through clear communication, responsiveness, and service excellence.
• Experience handling client escalations and service concerns with professionalism and problem resolution strategies.

Business & Strategic Alignment

• Understanding of business financials related to service efficiency, billable work, and resource utilization.
• Ability to align IT service delivery with company objectives and contribute to strategic business planning.

Software & Tools Proficiency

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) for reporting, documentation, and communication.
• Experience with ticketing platforms, such as ConnectWise, Autotask, or ServiceNow.
• Familiarity with collaboration platforms like Microsoft Teams, Slack, or Zoom.

Physical Requirements and Work Environment

• Sitting for extended periods while working at a computer.
• Occasional lifting and moving of IT equipment (e.g., laptops, desktops, peripherals, or small networking devices) weighing up to 25 lbs.
• Hybrid work model – combination of remote work and in-office presence.
• Office setting: Open-space office environment with shared workstations and collaborative areas.
• Remote work: Requires a reliable internet connection and a dedicated workspace, free of distractions, for focus and productivity.
• Travel: This position requires occasional travel to client and prospect locations for meetings.
• Collaboration: Regular virtual meetings, calls, and team interactions through digital communication tools.
• Pace of work: Fast-paced environment requiring multitasking, attention to detail, and adaptability.

Benefits

• Medical, dental and vision insurance
• Short and long term disability
• Life insurance
• 401(k) with company match
• Paid time off
• Company holidays
• Birthday bonus day
• Anniversary bonus day(s)
• Celebration day
• Paid certifications