IT Services Manager

Agency Cybersecurity•Richmond, VA

3d•$90,000 - $120,000•Onsite

About The Position

The IT Services Manager oversees day-to-day delivery of core business services through a team of junior professionals. The role focuses on people management, operational execution, workflow efficiency, and service quality in a professional services environment. It is a hands-on leadership position responsible for managing, coaching, and developing junior team members while ensuring work is completed accurately, on time, and in line with internal standards and client expectations. The role is full-time, salaried, and 100% on-site at the company's Richmond, Virginia office. In-office hours are Monday through Friday, 9:00 AM to 6:00 PM. The position typically requires more than 40 hours per week. Compensation is $90,000–$120,000, plus a signing bonus.

Requirements

At least 3 years of experience managing teams of 5–10 people.
Prior experience in a professional services environment, such as consulting, accounting, compliance, legal services, managed services, or a similar field.
Demonstrated ability to manage junior or early-career professionals.
Strong operational mindset, attention to detail, and process discipline.
Proven ability to meet deadlines and manage competing priorities.
Excellent written and verbal communication skills.
Comfort working in a fast-paced, client-focused environment.

Nice To Haves

Experience managing workflow-driven or production-style teams.
Exposure to regulated or process-heavy industries.
Experience implementing or improving operational processes.
Familiarity with performance metrics, SLAs, or service delivery KPIs.
Background as a B2B product call center manager or an agency service delivery manager for marketing, software development, or other agency-driven business services.

Responsibilities

Directly manage, coach, and support a team of junior team members.
Conduct regular one-on-ones, performance reviews, and goal-setting sessions.
Support team onboarding, training, and professional development.
Foster accountability, collaboration, and a high-performance culture.
Serve as the first point of escalation for team-level issues.
Own day-to-day execution of assigned business services and workflows.
Ensure work is accurate, consistent, and completed within defined timelines.
Manage workload distribution, capacity planning, and task prioritization.
Monitor service quality and adherence to internal processes and standards.
Identify operational risks and proactively address bottlenecks.
Document and refine standard operating procedures.
Identify opportunities to improve efficiency, quality, and scalability.
Partner with leadership to implement process improvements and tooling changes.
Track productivity, quality, and turnaround-time metrics.
Collaborate with account management, client services, and leadership teams.
Communicate status updates, risks, and resourcing needs clearly and proactively.
Support special projects and operational initiatives as needed.