IT Service Manager

Charles IT • Middletown, CT

7d

About The Position

Due to continued growth, Charles IT is seeking a Service Manager to lead a high-performing team of technicians and deliver an exceptional client experience. This role is ideal for a people-focused leader who is passionate about coaching and developing talent, building future leaders, and creating a service-first culture. As a key member of the leadership team, you'll oversee daily IT service operations, mentor technical professionals, and ensure every client interaction reflects our commitment to outstanding customer service. Success in this role means developing engaged employees, maintaining operational excellence, and continuously improving service delivery.

Requirements

• Experience leading or managing an IT support, help desk, service desk, technical support, or managed services (MSP) team.
• Strong understanding of service delivery, ticket management, incident management, and escalation processes.
• Proven ability to coach, mentor, and develop technical professionals.
• Experience working in an SLA-driven environment with measurable service and performance goals.
• Excellent communication and relationship-building skills with both clients and employees.
• Strong organizational, problem-solving, and decision-making abilities.
• Ability to balance people leadership, operational excellence, and client satisfaction in a fast-paced environment.
• Passion for building high-performing teams and developing future leaders.

Responsibilities

• Lead, coach, and develop a team of IT technicians through regular feedback, mentoring, and career development planning.
• Foster a positive, service-first culture focused on accountability, teamwork, employee growth, and customer satisfaction.
• Oversee day-to-day service delivery, ticket management, escalation handling, and team performance.
• Maintain visibility across active client issues and ensure timely resolution while balancing team workload and resources.
• Partner with technical escalation resources to resolve complex issues and critical incidents.
• Ensure clients receive proactive communication and an exceptional support experience.
• Monitor SLA performance and drive continuous improvement initiatives.
• Identify trends, recurring issues, and skill gaps, implementing process improvements and coaching plans as needed.
• Manage resource allocation to support operational efficiency and client needs.
• Partner with leadership on hiring, onboarding, employee development, succession planning, and performance management.
• Conduct regular one-on-one meetings, team meetings, coaching sessions, and performance reviews.
• Support employee engagement, career pathing, certifications, promotions, and professional growth opportunities.

Benefits

• 401(k) plan with employer contributions
• Performance-based incentive opportunities
• Discount programs and employee savings offerings
• Time Off (PTO)
• Paid Holidays
• Paid Parental Leave
• Comprehensive Medical, Dental, and Vision coverage
• Employer-paid Life Insurance, Short-Term and Long-Term Disability Insurance
• Flexible Spending Accounts (FSA)
• Employee well-being resources and support programs
• Professional development and training opportunities
• Personal and career growth programs
• Clear career progression pathways
• Ongoing leadership development and mentorship opportunities
• Employer-paid dry cleaning service
• Friday team lunches
• Team-building events and company-sponsored activities
• A collaborative, people-first culture focused on learning, growth, and success

What This Job Offers

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