Service Manager, Professional Services
Integrity Technology Solutions
CloudServiceNow
Service Manager, Managed Services
Integrity Technology Solutions
full-time
Posted on:
Origin: • 🇺🇸 United States • Illinois
Visit company websiteSalary
💰 $75,000 - $95,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudITSMServiceNow
About the role
- 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
Requirements
- Proven experience in IT service management within a Managed Service Provider (MSP) or similar IT support environment preferred
- Strong understanding of best practices for service delivery, incident management, and problem resolution
- Experience managing ticketing systems to optimize IT service workflows
- Ability to analyze service metrics, identify trends, and implement data-driven improvements
- Broad technical background with exposure to Windows Server, Active Directory, Group Policy, and Microsoft 365 administration
- Knowledge of network infrastructure fundamentals
- Experience with virtualization platforms and backup/disaster recovery solutions
- Awareness of cloud platforms and security practices
- Demonstrated ability to lead, mentor, and develop a high-performing technical support team
- Experience in coaching and performance management
- Strong collaboration, interpersonal, verbal and written communication skills
- Strong analytical, critical thinking, and problem-solving skills
- Customer service orientation and experience handling client escalations
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Experience with ticketing platforms such as ConnectWise, Autotask, or ServiceNow
- Familiarity with collaboration platforms like Microsoft Teams, Slack, or Zoom
- Ability to sit for extended periods and occasionally lift up to 25 lbs
- Willingness to work a hybrid schedule (minimum two days in office) and travel occasionally to client locations
