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.
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
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.
Benefits
Charles IT offers a competitive benefits program including Medical, Dental, Vision, Life, Disability, Paid Holidays, PTO, 401K, and bonuses. In addition, we offer free dry cleaning, a fully stocked break room, Friday team lunches, paid training, team-building outings every quarter, professional development and so much more!
Our Commitment to Inclusion:
Charles IT is committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected category. We welcome and encourage diverse perspectives.
The information contained in this job description is for compliance with the American with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties performed for this position. Additional duties may be required.
