Service Manager

Les Olson Company•Ogden, UT

47d•Onsite

About The Position

The Ogden Service Manager is a results-oriented leader responsible for ensuring the efficient operation and continuous improvement of the Image & Print Services team. Driven by a commitment to operational excellence, employee development, and customer satisfaction, this individual oversees daily service delivery, technical performance, and client support for all imaging and print environments. They provide strategic direction and hands-on guidance to technical staff, fostering a culture of collaboration, accountability, and quality. By leveraging performance metrics, managing escalations, and implementing data-driven process improvements, the manager ensures consistent service reliability and alignment with organizational objectives. This role is instrumental in advancing our mission to deliver secure, efficient, and innovative image and print solutions that support business productivity and client success.

Requirements

Minimum 5 years in a leadership or management role.
High school diploma or equivalent
Deep understanding of the print and image industry.
proficiency in service management tools (e.g. E-Automate,)
Strong client relationship management skills.
Commitment to customer centric operations.
Forward-thinking mindset with the ability to align operations to strategic business goals
A drive to grow, learn, and be part of something extraordinary.

Nice To Haves

A love for customer service and helping people.
Strong leadership skills and a track record of building high-performing teams.
A knack for solving problems and making data-driven decisions.
Experience with hand tools, and image and print equipment.
Stellar communication and organizational skills.

Responsibilities

Lead and Build an Amazing Team Foster a collaborative, supportive environment where team members can thrive.
Facilitate the new hire training program that turns potential into performance.
Coach, mentor, and develop team members.
Help create and achieve personal and team goals, celebrating every win along the way.
Drive Service Excellence Ensure quality & reliability: oversee all image and print service operations to guarantee timely, high-quality support and dependable device performance
Lead escalations with expertise : act as the go-to resource for complex print environments, hire-impact incidents and clients needing specialized attention.
Drive Accountability & Precision: Promote a culture that values technical expertise, thorough documentation, proactive communication, and professional client interaction.
Measure & Improve Performance: Monitor KPIs to track productivity, service quality, and response times, using ITIL-based processes to achieve measurable improvements.
Set Clear Standards: Define and enforce performance expectations, escalation procedures, SLA compliance, and quality benchmarks for every service interaction.