Due to continued growth, we are seeking a
Service Manager to lead and develop a team of technicians while owning the end-to-end client service experience. This role is responsible for ensuring ticket execution, team performance, and client satisfaction meet or exceed company standards.
Responsibilities - Lead, manage, and develop a team of technicians, providing ongoing coaching, feedback, and performance management
- Act as the owner of service delivery quality, ensuring an exceptional client experience across all engagements
- Maintain deep awareness of all active tickets over 3 hours, including scope, status, assigned resources, timelines, and path to resolution
- Partner closely with escalation resources to prioritize and drive resolution of complex or extended tickets (5+ hours)
- Ensure consistent client communication on all tickets (minimum every 48 hours)
- Proactively identify tickets at risk of delay, address root causes, and realign resources to keep work on track
- Own and manage P1 and P2 incidents, ensuring timely resolution and proper expectation setting with clients
- Monitor and enforce SLA adherence across the team
- Conduct daily board audits to ensure ticket movement, accuracy, and communication standards are upheld
- Review and validate technician timesheets, ensuring accuracy, strong documentation, and appropriate billable utilization
- Analyze trends, repeat issues, and performance gaps, implementing improvements and coaching plans as needed
- Manage team resource allocation to ensure proper coverage and efficiency
- Partner with leadership on staffing needs, including hiring, onboarding, performance improvement plans, and offboarding
- Lead employee development, including promotions, career pathing, and performance reviews
- Participate in and lead regular team meetings, 1:1s, and operational reviews
Requirements- Previous experience managing or leading a technical service or IT support team
- Strong understanding of ticket management, escalation handling, and service delivery operations
- Experience working in an SLA-driven environment with defined performance metrics
- Proven ability to coach, mentor, and develop technical team members
- Strong organizational skills with the ability to manage multiple priorities and maintain visibility across all active workstreams
- Excellent communication skills with a focus on client experience and expectation management
- Ability to manage multiple tasks and collaborate effectively within a fast-paced, client-focused team.
- Enthusiastic about taking on challenges in a growing company with a diverse client base.
- Self-driven and capable of working independently with minimal supervision.
BenefitsCharles IT offers a competitive benefits program including Medical, Dental, Vision, Life, Disability, Paid Holidays, PTO, 401K, and bonuses. In addition, we offer free dry cleaning, a fully stocked break room, Friday team lunches, paid training, team-building outings every quarter, professional development and so much more!
