Service Manager

Job Summary

Managing service delivery across the Service Team and NOC, the full-time remote Service Manager will oversee five team leaders, ensuring consistent performance and accountability while driving service KPIs and enhancing client experiences.

Key responsibilities

• Manage and develop four Technical Team Leaders and one NOC Team Lead through regular one-on-ones and accountability measures
• Own service KPIs, focusing on response time, resolution time, and customer satisfaction across both organizations
• Establish and enforce service processes, workflows, and documentation standards while serving as the escalation point for unresolved client issues

Required qualifications

• Proven experience managing managers in an IT service environment, preferably at a managed service provider (MSP)
• Demonstrated ability to improve service KPIs with specific examples of changes made and their impacts
• Familiarity with NOC functions, including backup verification and email security
• Experience with multi-location or enterprise accounts, particularly in relation to DSO clients
• Strong understanding of HIPAA, cybersecurity fundamentals, and ITIL principles