Service Manager

Charles IT•Middletown, CT

About The Position

Exceptional Service, Endless Improvement, Passionate People, and Honest and Forthright. Guided by our values, we foster a culture of growth, balance, and belonging where every team member can thrive. Due to continued growth, we are seeking a Service Manager to lead and develop a team of technicians while owning the end-to-end client service experience. This role is responsible for ensuring ticket execution, team performance, and client satisfaction meet or exceed company standards.

Requirements

Previous experience managing or leading a technical service or IT support team
Strong understanding of ticket management, escalation handling, and service delivery operations
Experience working in an SLA-driven environment with defined performance metrics
Proven ability to coach, mentor, and develop technical team members
Strong organizational skills with the ability to manage multiple priorities and maintain visibility across all active workstreams
Excellent communication skills with a focus on client experience and expectation management
Ability to manage multiple tasks and collaborate effectively within a fast-paced, client-focused team.
Enthusiastic about taking on challenges in a growing company with a diverse client base.
Self-driven and capable of working independently with minimal supervision.

Responsibilities

Lead, manage, and develop a team of technicians, providing ongoing coaching, feedback, and performance management
Act as the owner of service delivery quality, ensuring an exceptional client experience across all engagements
Maintain deep awareness of all active tickets over 3 hours, including scope, status, assigned resources, timelines, and path to resolution
Partner closely with escalation resources to prioritize and drive resolution of complex or extended tickets (5+ hours)
Ensure consistent client communication on all tickets (minimum every 48 hours)
Proactively identify tickets at risk of delay, address root causes, and realign resources to keep work on track
Own and manage P1 and P2 incidents, ensuring timely resolution and proper expectation setting with clients
Monitor and enforce SLA adherence across the team
Conduct daily board audits to ensure ticket movement, accuracy, and communication standards are upheld
Review and validate technician timesheets, ensuring accuracy, strong documentation, and appropriate billable utilization
Analyze trends, repeat issues, and performance gaps, implementing improvements and coaching plans as needed
Manage team resource allocation to ensure proper coverage and efficiency
Partner with leadership on staffing needs, including hiring, onboarding, performance improvement plans, and offboarding
Lead employee development, including promotions, career pathing, and performance reviews
Participate in and lead regular team meetings, 1:1s, and operational reviews