IT Services Manager

Salary: up to 80k

Must Live in NE Ohio

Position Summary

The Service Manager provides daily leadership for my client’s I T support team and ensures high quality efficient and consistent I T service delivery. This role oversees my client’s I T staff manages ticket flow enforces service standards and maintains alignment with my client’s processes and expectations. The position is employed by and operationally directed by my client.

Service Operations

• Oversee day to day operations of the helpdesk and I T support team
• Manage ticket queues prioritization SLA adherence and aged ticket reduction
• Ensure accurate documentation and time entry
• Act as an escalation point for complex issues

Tools Processes and Quality

• Ensure proper use of PSA RMM and documentation systems in alignment with my client’s standards
• Maintain and improve service procedures runbooks and knowledge documentation
• Monitor service metrics and drive improvements based on data and recurring issues

Team Leadership

• Supervise I T staff conduct regular one on ones and provide coaching and performance feedback
• Support hiring onboarding and ongoing skill development
• Foster a service oriented accountable and collaborative team culture

Client MSP and Project Coordination

• Serve as a primary operational contact between my client and their managed service provider relationships
• Coordinate resources for support work and small to mid scale projects
• Communicate clearly with users and leadership regarding service status issues and improvements
• Gather and act on user feedback to improve service satisfaction

Environment and Asset Oversight

• Help maintain an organized safe and efficient I T workspace
• Support asset and inventory tracking processes

Success Measures

• SLA achievement and reduction in overdue or aged tickets
• Quality of ticket documentation and time entries
• Team development and engagement demonstrated through regular one on ones and coaching
• User satisfaction and CSAT improvement
• Consistent alignment with my client’s standards and service expectations

Qualifications and Competencies

• Experience leading I T support or service teams
• Strong understanding of service operations PSA and RMM tools and common I T technologies
• Experience in or around MSP environments preferred
• I T certifications such as Microsoft Cisco VMware or ITIL are a plus
• Ability to support occasional after hours needs

Competencies

• Strong organizational and operational discipline
• Clear communication and solid judgment under pressure
• Ability to coach and develop technical staff
• Analytical mindset with a focus on continuous improvement
• High standards accountability and follow through