Service Manager

https://www.allcareit.com/careers/service-manager

Service Manager

We're looking for a Service Manager who understands that technology is important, but people are everything.

About This Role

We’re looking for a Service Manager who understands that technology is important, but people are everything.

Historically this role has been primarily technical, but we’re shifting focus to where it really belongs—our clients and the team that serves them. You’ll be the bridge between client needs and daily execution: ensuring service levels are met, the ticket queue stays healthy, escalations are handled cleanly, and our technicians grow and succeed.

You’ll also help us build the kind of MSP experience where clients feel heard, supported, and valued—not like a ticket number.

If you sweat the details, take initiative, and believe relationships matter more than processes (even though good processes help!), this might be your spot.

Our Core Values

Humanity - Build real relationships with clients and team. Lead with empathy and transparency.

Security First - Ensure the team follows security protocols without exception. Help clients understand why security matters.

Wholeheartedness - Proactively solve problems before they become crises. Stay curious. Sweat the details that make clients and team members feel taken care of.

What You'll Own1) Service Delivery & SLA Compliance

• Ensure every client receives service that meets or exceeds their SLA—no one feels forgotten.
• Maintain clear, practical SOPs and ensure they’re followed consistently.
• Use service metrics (SLA attainment, response/resolution times, backlog/aging tickets, reopens, CSAT) to identify trends and drive improvements.

2) Ticket Queue Management (with the Dispatcher)

• Ensure no ticket sits unattended; maintain a clean, prioritized queue.
• Keep escalations predictable and well-communicated—internally and to clients.
• Ensure clients are kept informed with timely, human updates (not just automated status changes).

3) Client Management & Satisfaction

• Be a calm, credible point of accountability for service delivery.
• Build trust through proactive communication and transparency.
• Lead/participate in service reviews and help translate technical issues into business-impact language.
• Partner with leadership to improve retention and reduce recurring pain points.

4) Team Leadership, Coaching & Development

• Coach regularly through 1:1s, feedback, and skill development plans.
• Set clear expectations and help technicians succeed through enablement—not micromanagement.
• Strengthen team culture, reduce burnout, and maintain low turnover through thoughtful workload management and support.

5) Process Efficiency & Continuous Improvement

• Reduce repetitive admin work through smart process design and automation (routing, alerts, standardized workflows).
• Improve documentation and knowledge management so the team doesn’t solve the same issue twice.
• Identify root causes and implement fixes that prevent repeat incidents.

What You BringExperience & Background

• 3–5+ years in service management, client success, or team leadership (MSP/IT environment preferred).
• Experience managing SLAs and using service metrics to drive operational improvement.
• Comfort with PSA/ticketing systems and managing queue health in a high-volume environment.

Skills That Matter Here

• Customer service mindset first, technical knowledge second—you can communicate clearly and humanely under pressure.
• Strong coaching, delegation, and conflict-resolution skills; you can lead a team without needing to be the smartest tech in the room.
• Process improvement mindset: you look for patterns, remove friction, and prevent repeat problems.
• Excellent written and verbal communication, including translating technical concepts for non-technical stakeholders.
• Solid technical foundation in MSP operations (enough to ask great questions, spot risk, and guide escalations), including familiarity with:
• Windows/Microsoft 365 environments
• Networking fundamentals and troubleshooting
• Security principles and best practices

Training Will Be Provided, But the Ideal Candidate Must:

• Lead with empathy
• Take initiative
• Sweat the details
• Balance security and service
• Be coachable, curious, and a fast learner

Bonus (not required): ITIL Foundation (or interest in learning service management best practices), Security+ or similar security baseline, and/or project coordination experience.

Why This Matters

You’ll shape how clients feel about working with us, build a team culture where people want to stay and grow, and ensure our operations reflect our values in every interaction.

If you believe technology should serve people (not the other way around) and want to build something meaningful with a team that actually cares—let’s talk.

Apply: Submit your resume to ***email_hidden***.