Integrity Technology Solutions

Manager

• Ensure high-quality, consistent, and efficient IT service delivery aligned with company standards and client expectations
• Monitor and manage service request workflows to maintain operational efficiency and meet response/resolution objectives
• Identify and implement process improvements to optimize service performance, availability, security, and compliance
• Track and analyze key service metrics to assess team performance and client satisfaction
• Oversee ticket management, escalations, and service-level performance to ensure timely resolution
• Lead, mentor, and develop the Managed Services team, fostering accountability and continuous learning
• Conduct quarterly conversations and set clear expectations for team members
• Serve as point of contact for client service escalations and maintain proactive client communication
• Collaborate with leadership, HR, and technical teams to align staffing, skills, and service offerings with business goals
• Audit time records, service tickets, and process compliance; refine internal processes to improve efficiency
• Participate in professional training and perform additional duties as assigned

Service Manager, Managed Services

• Lead and oversee the Professional Services team to ensure efficient, secure, and profitable delivery of client projects and engagements
• Balance strategic vision, operational management, and hands-on leadership to maintain service excellence and meet financial goals
• Ensure that all client projects and professional services are delivered to the highest standards and aligned with company values
• Identify process improvements, implement refinements, and maintain documentation for audit readiness and knowledge sharing
• Provide day-to-day leadership, mentorship, and professional development opportunities for team members
• Oversee project execution to ensure adherence to budget, timelines, and deliverables and monitor service/project metrics
• Partner with the COO on annual budgeting, departmental planning, and long-term service strategy
• Regularly review service processes for inefficiencies and ensure alignment with security and compliance best practices
• Maintain clear communication with internal stakeholders and clients regarding project status, priorities, and risks
• Lead departmental meetings, support EOS initiatives, and perform additional duties as assigned to support company goals

Service Manager, Managed Services

Service Manager, Professional Services