Service Manager

Culture Fits•Palm Beach Gardens, FL

18h

About The Position

The Service Operations Supervisor is the operational leader for an assigned service pod. This role owns day-to-day service execution, technician performance, SLA adherence, and board health. This position is accountable for ensuring technicians operate with structure, discipline, and consistency so that the Service Delivery Manager can focus on strategic client leadership, profitability, and executive engagement. The Service Operations Supervisor does not own client strategy, QBRs, or contract accountability. Instead, this role ensures operational excellence and protects the SDM from daily execution noise. This is a leadership role focused on people management, service discipline, and operational execution.

Requirements

High School Diploma / GED
3+ Years in a technical service of helpdesk role
1+ year in leadership, mentorship, or supervisory role
Strong written and verbal communication skills
Proven ability to coach, mentor, and hold others accountable
Conflict resolution and team-building capabilities
Analytical thinker; able to interpret service metrics into action plans
Calm under pressure; professional in client and team interactions
Strong organizational skills with high attention to detail
Process-orientated and disciplined in daily execution
Comfortable presenting service insights to leadership and Account Managers

Nice To Haves

MSP experience strongly preferred
Experience with SalesForce, ConnectWise, ITGlue, or similar PSA/RMM Tools Preferred
Prior accountability for client satisfaction, SLA performance, or team metrics
Experience supporting healthcare or compliance-driven clients
Previous exposure to client-facing service meetings or reporting
ITIL familiarity or service management framework exposure
A+ or equivalent foundational technical certification, ITIL Foundation, Salesforce Training or Certifications, ConnectWise University or ITGlue Admin Training.

Responsibilities

Team Oversight & Enablement Oversee daily ticket queues, ensuring priority, urgency, and workload balance are maintained
Conduct daily board reviews to ensure SLA Health and proactive ticket progression
Lead weekly team huddles to reinforce accountability and alignment
Conduct bi-weekly 1:1s with assigned technicians
Identify performance concerns and training gaps; coordinate action plans with SDM
Perform quality audits on tickets and calls to uphold documentation standards
Reinforce adherence to SOPs and documentation requirements
Provide structured coaching and performance feedback.
Operational Leadership Monitor SLA and time entry compliance across assigned pods
Ensure proactive work and documentation targets are met
Partner with Senior SDM on service scheduling, coverage, and resource planning
Support escalations by collecting operational context and coordinating responses
Identify recurring service challenges and recommend process improvements
Escalation & Service Coordination Coordinate responses to service escalations within the pod
Gather operational data and technician context before elevating to SDM
Facilitate cross-team collaboration for resolution
Ensure escalation communication remains professional and structured Quality & Process Discipline
Conduct weekly QA audits to validate service quality and documentation standards
Identify trends in recurring issues and recommend process improvements
Ensure compliance with internal operational standards and playbooks
Maintain board hygiene and ticket categorization accuracy
Client Interaction May participate in client calls when operational context is required
May conduct structured operational pulse checks at the direction of the SDM