IT Service Manager I - Service Delivery

This is a hybrid position requiring regular onsite presence; candidates must be located in Madison, WI or within a one‑hour commuting distance. At VC3, we don’t just solve IT problems — we own them. We serve hundreds of municipalities and organizations across the United States and Canada, bringing IT to the people who need it most.

We believe in earning trust, having a growth mindset, and delivering excellence every single time. We're a team of doers, builders, and tech whisperers who live by 4 core values: Go Beyond | Own It | Be Curious | Serve as One We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar.

The Impact you will have: The primary focus of this role is to manage and lead their team in providing a consistent level of quality and service to support our clients. This position requires the ability to provide effective leadership, strategy, follow up and direction that aligns with the overall goals of the company.

Benefits

our customers and VC3. Act as an escalation point for critical client issues, communicate and manage communication with customers as needed Communicate with all parties in a constructive manner to guarantee customer expectations are met Responsible for the scheduling, time and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followed Review and manage service backlog to ensure services are being correctly scheduled, prioritized and moving through the system as desired Proactive issue trending and data reporting for the improvement of key metrics Manage team performance and tools to meet or exceed SLOs Ensure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performance Mentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidance Perform employee reviews, manage headcount, hiring and overall HR management for your team.

Responsibilities

: Collaborate across all VC3 departments to maximize overall customer satisfaction Maintain accurate and up to date documentation through the change management processes Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate customer communications, and overall presentability Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale and holding all employees accountable.