Service Manager

Badger Fortress•Huntersville, NC

11d

About The Position

We are looking for a Service Manager with strong business acumen and a passion for delivering exceptional client experiences in a cybersecurity environment. This individual will play a central role in building a high-performing, service-driven team — setting the standard for excellence, fostering a culture of ownership, and ensuring clients feel supported, informed, and valued at every touchpoint. This is a business-focused leadership role — not deeply technical — but familiarity with cybersecurity services (such as managed detection, vulnerability management, and compliance support) will help you succeed. In your role you will serve as the connective tissue between clients, the internal Cyber Fusion Center, and the Sales team, championing both client outcomes and team performance.

Requirements

Proven experience leading teams and managing cross-functional service delivery
A track record of building strong client relationships and elevating the customer experience
Excellent written and verbal communication skills — confident with clients and equally effective internally
Inspires and motivates teams toward a shared standard of excellence
Service-first leader who leads by example
Poised and effective communicator across all levels
Strong organizational instincts with the ability to manage shifting priorities across multiple clients
Business-minded, with genuine pride in client outcomes

Nice To Haves

Familiarity with cybersecurity services (such as managed detection, vulnerability management, and compliance support)

Responsibilities

Build trusted, long-term relationships with clients by delivering proactive, responsive, and professional service at every stage of engagement.
Set and uphold high standards for how the team communicates, responds, and follows through — creating a consistently positive client experience.
Ensure timely resolution of client issues, with a focus on clear communication, managed expectations, and genuine care for client outcomes.
Ensure internal teams follow defined procedures, workflows, and security policies during service execution.
Support capacity planning and resource allocation to meet service demands and project goals.
Ensure timely response and resolution of client issues, especially those tied to critical or security-related services.
Lead and inspire a team of technicians and team leads, modeling a service-first mindset and holding the bar high for quality and accountability.
Coach team members toward excellence — recognizing strong performance, identifying growth opportunities, and creating an environment where people take pride in their work.
Foster a culture where doing the right thing for clients and one other is the everyday standard.
Oversee concurrent client engagements and Statements of Work, keeping stakeholders aligned on scope, timelines, and expectations.
Coordinate across teams to assign responsibilities, remove obstacles, and keep work moving — acting as a calm and decisive point of leadership when priorities shift.
Maintain clear, organized documentation and status updates that keep both clients and internal stakeholders confident in progress.
Report regularly to the Chief Technology Officer on service health and metrics, team performance, and client satisfaction — framed in clear, business-relevant terms.
Serve as a trusted, professional point of contact for clients — providing honest updates, realistic timelines, and the kind of steady communication that builds long-term confidence.