Service Manager
Service Manager
Posted on :
03-09-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
03-09-2025
Job Description
AllSafe IT is seeking a Service Manager with deep technical knowledge and proven leadership experience in a Managed Service Provider (MSP) environment. This pivotal role will oversee our Help Desk and Centralized Services teams ensure world-class service delivery and drive continuous improvement in client support the Service Manager you will directly supervise the service delivery functions mentor a team of highly skilled engineers and be accountable for meeting SLAs and driving a Perfect Client Experience. Youll collaborate cross-departmentally champion internal process optimization and foster a culture of excellence and Youll Do-Lead the Team: Manage coach and mentor service delivery team members including hiring onboarding performance reviews corrective action (including PIPs) and professional development.-Own Service Delivery: Ensure the timely and high-quality resolution of service tickets manage the dispatch process and maintain accountability for meeting and exceeding SLA targets.-Drive Technical Escalations: Provide Tier IV support as needed and guide your team through high-impact issues with expert-level oversight.-Optimize Process & Tools: Continuously evaluate and refine service operations leveraging automation tools like ConnectWise Manage and RMM platforms to improve outcomes and efficiency.-Report & Analyze: Track KPIs generate reports on team performance client satisfaction ticket trends and present insights to leadership to support strategic decisions.-Ensure Coverage: Manage scheduling to maintain adequate 24/7 support coverage where required and ensure full utilization of technical resources.-Support Strategic Goals: Work closely with executive leadership to align service delivery with broader company objectives particularly within the EOS (Entrepreneurial Operating System) You BringTechnical ExpertiseCandidates must possess hands-on architecture or implementation experience or active certification in most of the following areas:Microsoft 365 Administrator (MS-102)Microsoft Endpoint Administrator (MD-102)Windows Server AdministratorMicrosoft Azure Fundamentals (AZ-900)CompTIA A Server and NetworkApple Certified Support Professional (ACSP)Meraki Sophos or Fortinet Firewall AdministratorLeadership Experience3 years in a supervisory or management role with direct reportsExperience managing full-cycle employee performance: hiring onboarding/training performance reviews coaching discipline and terminationsAbility to lead in a fast-paced high-accountability MSP cultureStrong interpersonal and communication skills for team leadership and client interactionAdditional Skills5 years in IT service delivery preferably in an MSPStrong familiarity with ConnectWise Manage RMM tools and ITIL-based service processesStrategic thinker with a process-orientation and a commitment to operational excellenceService mindset with a passion for solving problems and delighting clientsPreferred: Bachelors degree in an IT-related field or equivalent experienceAbout Us:Our values are: Good Character Deliver the Perfect Client Experience Pursue Growth Create Fun and 100 dental and vision insurance 401(k) with employer matching 2 weeks of vacation/year 40 hours of sick pay/year 8 hours of paid volunteer time/year 8 paid holidays per year Weekly stretch goal bonus program Bonusly employee-to-employee recognition program Dog-friendly office Salary: $120000 $130000/year
Skills :
Employment Type
Full Time
Key Skills
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