Service Manager
About The Position
Darkhorse Tech is a managed IT services provider focused on the dental industry, supporting dental practices, specialists, multi-location groups, and DSOs nationwide. The Service Manager owns service delivery across the Service Team and the NOC, leading five team leaders—four Technical Team Leaders and one NOC Team Lead—who collectively oversee 52 people. The role focuses on developing leaders, aligning standards, and enabling teams to make sound decisions independently rather than personally resolving tickets. The Service Manager is accountable for service KPIs, consistent client and technician experiences, NOC operations, escalations, service processes, and delivery for the company’s largest DSO and multi-location accounts. The position partners with People and Culture on staffing and performance, and carries quarterly ROCKs on the Service Traction Leadership Team. This is a backfill role with an existing leadership structure and scope to improve it. The role is remote anywhere in the U.S., with a full-time schedule during standard Eastern business hours and coordination of Saturday and after-hours coverage across teams. It reports to the VP of Operations. Compensation is $85,000 to $115,000, depending on experience.
Requirements
- Experience managing managers—specifically, people who manage technicians.
- IT service leadership experience, ideally at an MSP.
- A track record of improving service KPIs and the ability to explain what was changed and the results.
- Comfort with NOC functions, including backup verification, email security, and monitoring.
- Experience with multi-location or enterprise accounts.
- A coaching-oriented approach to developing people.
- Analytical and process-driven approach, using data to investigate performance and issues.
- Solid grounding in HIPAA, cybersecurity fundamentals, and ITIL principles.
- PSA and RMM experience.
Nice To Haves
- Dental or healthcare IT background.
- Familiarity with dental practice management software such as Dentrix, Eaglesoft, or Open Dental.
- Experience integrating a NOC function with a reactive service desk.
- EOS or Traction experience.
- ConnectWise experience is preferred.
Responsibilities
- Manage and develop four Technical Team Leaders and one NOC Team Lead through regular one-on-ones, clear expectations, and accountability.
- Own service KPIs across the Service Team and NOC, including response time, resolution time, CSAT, ticket aging, and backlog.
- Create a consistent client experience across service pods and consistent standards across team leaders.
- Oversee NOC operations, including backup verification, email security, third-party vendor coordination, practice management software updates, and proactive monitoring.
- Keep the NOC integrated with the Service Team.
- Serve as the escalation point when a Team Leader cannot resolve a client issue, and address the underlying cause of escalations.
- Own service delivery for the largest DSO accounts and multi-location groups, including escalations, SLA performance, and consistency at scale.
- Review escalation patterns and resolution quality and address root causes rather than individual tickets.
- Establish and enforce service processes, workflows, and documentation standards.
- Partner with People and Culture on hiring, onboarding, performance, and retention across the service organization.
- Carry quarterly ROCKs on the Service Traction Leadership Team.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
