Service Manager

Key Responsibilities

Leadership & Team Management

• Manage direct reports through regular one-on-one meetings, Performance & Values Reviews (PVVs), team meetings, and daily huddles.
• Foster a culture aligned with the organization's Mission, Vision, Values, Brand Promise, and Go-to-Market Strategy.
• Direct staff development, coaching, training, and professional growth programs.
• Ensure all team members are trained and capable of performing the requirements of their assigned roles.
• Manage team resources, schedules, daily activities, and on-call coverage.
• Complete departmental HR functions, including: 
  • Timesheet and expense approvals
  • Payroll and PTO administration
  • Hiring, onboarding, role changes, and terminations
  • Employee referral programs and bonus administration

Client Service & Service Delivery

• Conduct quality assurance and managed services launch meetings with new clients.
• Research and respond to all negative or neutral client satisfaction (CSAT) surveys.
• Implement corrective actions and provide coaching to improve service performance.
• Ensure service delivery aligns with contractual obligations and client expectations.
• Review, audit, and close service tickets according to established service delivery processes.
• Serve as an escalation point for service-related issues and resolution management.
• Ensure compliance with SLA response and resolution targets.

Operations & Process Improvement

• Contribute to the creation, training, maintenance, and continuous improvement of service delivery processes, procedures, templates, and best practices.
• Drive a culture of continuous process improvement and operational efficiency.
• Maintain baseline documentation and operational standards.
• Manage department assets, including: 
  • Fleet vehicles
  • Inventory and parts bins
  • Technical tools and equipment

Financial & Business Management

• Review agreement profitability and recommend service delivery changes to achieve target performance metrics.
• Monitor department performance and provide weekly reports to the Branch General Manager.
• Ensure accurate time entry and billing practices across the team.
• Understand and manage financial performance metrics, including profitability, utilization, and budget targets.
• Support achievement of budget goals and operational efficiency metrics.

Performance Metrics & Accountability

Customer Satisfaction

• Team CSAT Score: 97% or higher monthly

Employee Performance

• PVV Completion Rate: 100% quarterly
• Ensure all employees are fully trained and performing effectively in assigned roles.

Utilization & Productivity

• Team Billable Utilization: 76% or higher monthly
• Ensure accurate recording of time worked on requests, issues, and tasks.

Service Delivery

• SLA Response and Resolution Compliance: 92% or higher weekly
• Deliver service levels consistent with contracted agreements.

Financial Performance

• Maintain agreement profitability above established targets.
• Achieve department budget objectives and workforce productivity goals.

Skills, Knowledge and Expertise

Leadership Skills

• Strong team leadership, coaching, and employee development capabilities.
• Ability to inspire teams and align performance with organizational goals.
• Strong decision-making skills and ability to act decisively based on company values and client needs.
• Ability to maintain professionalism in high-pressure or emotionally elevated situations.

Operational Skills

• Continuous process improvement and optimization mindset.
• Strong resource capacity planning and workload management skills.
• Excellent organizational, documentation, and administrative capabilities.
• Ability to manage competing priorities in a fast-paced environment.

Communication & Client Management

• Excellent verbal and written communication skills.
• Ability to clearly articulate technical issues presented by technical teams to clients and stakeholders.
• Strong customer service and relationship management skills.
• Ability to provide timely feedback, coaching, and performance guidance.

Technical & Business Skills

• Advanced knowledge of Microsoft 365 and Microsoft Office applications, including Excel and Word.
• Advanced competency with ConnectWise or similar PSA platforms.
• Strong understanding of Managed Service Provider (MSP) operations and service delivery models.
• Knowledge of client lifecycle management processes.
• Understanding of business financial concepts, including: 
  • Budgeting
  • Profit & Loss statements
  • Gross Margin analysis
  • Agreement profitability

Required Qualifications

• Completion of Management Training.
• Completion of Customer Service Training.
• Completion of assigned Leadership Curriculum.
• ITIL Foundations Certification (preferred or required based on organizational standards).
• Knowledge of: 
  • Triage and Dispatch Processes
  • Escalation Management (E1, E2, and E3 Resolution Management)
  • Critical Response/Emergency Response Planning
  • Timesheet, Expense, and Payroll Administration Processes
  • Employee Onboarding and Termination Procedures
  • Participation in industry peer groups and ongoing professional development activities as available.

Benefits

• 12 days of accrued vacation in your first year 
• 6 days Sick time 
• 8 hours of volunteer time 
• Medical, Dental, and Vision insurance (employee portion fully paid)
• Company paid Life, STD, and LTD 
• Professional Development Plan 
• 401k with company match 
• Profit Sharing