After Hours Service Manager

Dedicated IT • Palm Beach Gardens, FL

4h • Onsite

About The Position

Dedicated IT is a leading MSP (Managed Service Provider) with a niche focus on healthcare. Named #33 on CRN’s 2022 Fast Growth 150 List, we are a household name in Healthcare IT. Our people-centric culture, amazing benefits and substantial year over year growth has positioned us as an employer of choice in the Managed Services space. At Dedicated IT, we are invested in our employees. Their goals, growth, and success (both professional and personal) are a top priority. We offer career planning, career advancement opportunity, education/certification reimbursement, work/life balance, great benefits, and a people-focused culture.
The After-Hours Service Manager is responsible for transforming the after-hours support function into a highly trusted, process-driven, and operationally aligned extension of the daytime service organization. This leader will elevate technical execution, accountability, collaboration, and service quality across nights and weekends while building strong cross-functional trust with daytime service teams. Success in this role is measured by improved operational efficiency, increased technician performance, stronger process adherence, reduced service friction between shifts, and the establishment of after-hours as a proactive force multiplier for the organization.

Requirements

• High School Diploma / GED
• 5+ Years of MSP experience
• 3+ years in leadership or supervisory role within the MSP industry
• Experience with SalesForce, ConnectWise, NinjaOne, ITGlue, or similar PSA/RMM/KB Tools

Nice To Haves

• Prior accountability for client satisfaction, SLA performance, or team metrics
• Experience supporting healthcare or compliance-driven clients
• Previous exposure to client-facing service meetings or reporting
• ITIL familiarity or service management framework exposure
• Experience managing international or remote teams

Responsibilities

• Build a High-Performance After-Hours Team
• Establish Operational Trust Between After-Hours and Daytime Teams
• Drive Service Quality, Process Adherence & Technical Execution
• Optimize Overnight & Weekend Operational Effectiveness
• Lead Continuous Improvement & Cross-Functional Collaboration

Benefits

• career planning
• career advancement opportunity
• education/certification reimbursement
• work/life balance
• great benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED