Service Manager

Job Summary

Managing service delivery across the Service Team and NOC, the full-time remote Service Manager will oversee five team leaders, focusing on developing their leadership skills, maintaining service KPIs, and ensuring consistent client experiences across the organization.

Key responsibilities

• Manage and develop four Technical Team Leaders and one NOC Team Lead through regular one-on-ones and accountability
• Own service KPIs, including response time, resolution time, and customer satisfaction
• Establish and enforce service processes, workflows, and documentation standards while integrating NOC operations with the Service Team

Required qualifications

• Experience managing managers, specifically in an IT service leadership role
• Proven track record of improving service KPIs and discussing specific changes made
• Comfort with NOC functions such as backup verification and email security
• Experience with multi-location or enterprise accounts
• Solid understanding of HIPAA, cybersecurity fundamentals, and ITIL principles