IT Service Manager

Just Solutions • Fairport, NY

21d • Hybrid

About The Position

As the leader of a high-performing service team, you will ensure client issues are resolved efficiently and service standards are exceeded. Your role involves coaching technicians, providing feedback, and supporting their growth. You will manage ticket flow, balance workloads, and coordinate schedules to ensure smooth operations. When client concerns arise, you'll act as an escalation point, guiding issues to resolution and strengthening relationships. Additionally, you will collaborate with leadership to meet service goals, monitor team performance, lead discussions, and support the onboarding of new team members to contribute to the organization's success.

Requirements

• 5+ years of experience in a Managed Service Provider (MSP) environment
• Experience in a service leadership role (Service Manager, Team Lead, or similar), with direct responsibility for managing technicians
• Ability to lead, coach, and develop technical teams while driving accountability and performance
• Solid understanding of service metrics and KPIs (SLA compliance, response/resolution times, ticket quality)
• Strong organizational and time management skills, with the ability to prioritize in a fast-paced environment
• Excellent communication and interpersonal skills, both with clients and internal team members
• Technical background in IT support or managed services, with the ability to guide and support technicians when needed
• Must have the ability to pass a background check

Nice To Haves

• Strong understanding of help desk and field service operations, including ticket flow, dispatching, and escalation management
• Experience managing client expectations and handling escalations in a professional, customer-focused manner
• Hands-on experience with PSA/RMM tools (e.g., ConnectWise, Autotask, Kaseya, Datto)

Responsibilities

• Ensure client issues are resolved efficiently and service standards are exceeded.
• Coach technicians, provide feedback, and support their growth.
• Manage ticket flow, balance workloads, and coordinate schedules.
• Act as an escalation point for client concerns, guiding issues to resolution.
• Collaborate with leadership to meet service goals.
• Monitor team performance and lead discussions.
• Support the onboarding of new team members.

Benefits

• Health, dental, & vision insurance
• HSA/FSA options
• Life insurance
• Short- & long-term disability
• Bonus structure
• PTO
• 401(k) with company match
• Growth opportunities
• Incentives for earning additional certifications

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed