Service Manager

Managing service delivery across the Service Team and NOC, the full-time remote Service Manager will oversee five team leaders, ensuring consistent performance and accountability while driving service KPIs and enhancing client experiences. Key responsibilities Manage and develop four Technical Team Leaders and one NOC Team Lead through regular one-on-ones and accountability measures Own service KPIs, focusing on response time, resolution time, and customer satisfaction across both organizations Establish and enforce service processes, workflows, and documentation standards while serving as the escalation point for unresolved client issues Required qualifications Proven experience managing managers in an IT service environment, preferably at a managed service provider (MSP) Demonstrated ability to improve service KPIs with specific examples of changes made and their impacts Familiarity with NOC functions, including backup verification and email security Experience with multi-location or enterprise accounts, particularly in relation to DSO clients Strong understanding of HIPAA, cybersecurity fundamentals, and ITIL principles