Service Manager - IT Managed Services

We're seeking a dynamic and experienced Service Manager to lead a specialized team within our IT Managed Services department. This team plays a critical role in driving operational excellence through tooling and automation, incident response, escalation management, proactive maintenance, and client engagement. The ideal candidate will bring 35 years of technical and personnel management experiencepreferably within an MSP environmentand possess a strong working knowledge of cybersecurity awareness, automation, and AI. In addition to managing vendor relationships and our product stack, this leader will foster a culture of accountability and innovation, ensuring our service delivery remains proactive, secure, and client focused.

Position Summary

The Service Manager-IT Managed Services position will develop and manage service teams within the IT Managed Service department in the IT Solutions Group (ITSG) division at Loffler Companies. It will work directly with the delivery team(s), ITSG sales team, administrative team and management staff to create a profitable department while providing world class IT managed services for our clients with scalable solutions.

Essential Duties And Responsibilities

All areas of responsibility listed below are essential to the satisfactory performance of this position, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned":

• Service Delivery 35%
• Accountable for client satisfaction within assigned service delivery teams.
• For clients of assigned service delivery teams, function as the single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
• Accountable for recurring service reviews for clients within assigned service delivery teams to ensure client relationships are positive and their overall operational maturity is improving.
• Identify and work to improve gaps in our procedures and documentation that effect the delivery of managed service agreements.
• Accountable for team education and delivery of response process, resolution service levels from both automated and client-initiated issues, change requests and service escalations.
• Direct subordinates in their responsibilities and escalation expectations to expert resources when necessary in a timely manner.
• Management Duties 10%
• Perform personnel management of engineers within assigned delivery teams
• Develop career goals with learning management and skill assessments including education paths, certification deadlines, periodic performance reviews and annual compensation reviews.
• Interview and hire potential computer engineering candidates.
• Report preparation and analysis of service team revenue, utilization, service ticket metrics, and SLAs.
• Department Operations 30%
• Working within current department operational priorities, lead the improvement of assigned areas of focus.
• Accountable for service and payroll timesheet quality, accuracy, and approval of personnel in assigned service delivery team(s)
• Coordinate with service coordinators and accounting team to ensure weekly invoices are approved and processed.
• Department Operation Planning 15%
• Collaborate with department management team to continuously review the engineer team, service metrics, agreements, tools and documentation. Prioritize areas that require improvement. Ensure that stable areas aren't falling behind. Identify changes required to push our own standards as a world class IT managed service organization. Department operation areas of focus include (but are not limited to):
• Senior technical staffing.
• Onboarding standards.
• Technology implementation standards.
• Business intelligence.
• Automation & workflow.
• Proactive service support.
• Client documentation.
• Service delivery requirements.
• Vendor relationships.
• Technology solution stack.
• Customer profitability review.
• Department culture.
• Client vertical opportunities.
• Other Management Responsibilities 10%
• Project management of special internal projects as needed
• Assist in managing service delivery employees when other managers are not available
• Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written.
• Other related duties as assigned
  

Qualifications/Requirements

• Minimum of threedays in office
• Strong organizational, presentation, and customer service skills
• Knowledge of relevant IT applications, processes, software, and equipment
• Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span
• Skill in leading people and getting results with a strong customer orientation
• Exceptional written and oral communication skills.
• Ability to manage individuals in a fluid environment.
• Ability to focus on priorities while working in a fluid environment.
• Exceptional understanding of process and how to improve it.
• Understand when to work independently, when to use a team, and when to delegate to others.
• Highly self-motivated and driven to perform.
• Candidates must possess a valid driver's license, maintain an acceptable driving record, and provide proof of minimum auto insurance coverage as required by state law.
  
  

Education/Experience

• 3 years' experienceleading technical teams within a helpdesk and field service environment.
• 5 or more years related industry experience, and/or training, or equivalent combination of training and experience.
  
  

Supervisory Responsibilities

• Carry out supervisory responsibilities in accordance with organizations policies and procedures.
• Responsibilities include interviewing, selection and training employees; planning, assigning and directing work; mentoring and appraising performance; rewarding and disciplining employees; addressing customer concerns and resolving problems.
• Responsible for understanding, staying updated on, and enforcing the Employee Handbook as written.
  
  

Work Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High energy position, dealing with clients on a daily basis.
• Requires occasional evening and/or weekend work for both scheduled and on-call activities.
• Ability to lift 40 pounds.
• The noise level in the work environment is usually minimal.
  
  

For information on the physical demands of this job, see Human Resources.

The posted range for this position represents a good faith estimate of the minimum and maximum starting compensation for this role. In addition to the base salary, we offer a comprehensive benefits package that includes health and dental insurance, retirement plans, and paid time off.

Why Work for Us?

• Top Workplace
• Career Advancement
• Employer Paid Life Insurance and Disability
• Paid Time Off, Volunteer Time, Holidays, Bereavement, and Parental Leave
• Benefits Package including FSA, Medical, Dental, and Vision
• 401K with Employer Match
• Tuition Reimbursement
  
  

Loffler Core Values

What Defines our Culture.

• Positive Attitude:Be Part of the Solution. Motivate Others. Put Extra Effort in All You Do. Everything You Do Matters. Be a Team Player. Don't Fear Failure.
• Integrity:Live the Mission. Be Honest. Deliver on Commitments. Do What is Right. Be Someone Others Can Trust and Count On. Honor Commitment.
• Innovation:Be a Visionary. Welcome New Ideas. Work Smarter. Challenge the Status Quo. Welcome Challenge. Be Committed to Operational Excellence.
• Customer First Focus:Exceed Expectations. Delight Our Clients. Bring Value Every Day. Always Do a Good Job.
• Professionalism:Commit to Excellence. Learn & Improve. Looks and Words Matters. Every Interaction is an Opportunity to Exceed Expectations. Treat Others with Kindness and Respect. Best in Industry; Field Expert.
• Drive for Results:Performance-Orientated. Hard-Working. Refuse to Lose. Accountable. Set Goals to Manage Yourself to Success.
  
  

Loffler Companies is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace.