After Hours Service Manager

Job Description

Job Description

Dedicated IT

Dedicated IT is a leading MSP (Managed Service Provider) with a niche focus on healthcare. Named #33 on CRN's 2022 Fast Growth 150 List, we are a household name in Healthcare IT. Our people-centric culture, amazing benefits and substantial year over year growth has positioned us as an employer of choice in the Managed Services space.

At Dedicated IT, we are invested in our employees. Their goals, growth, and success (both professional and personal) are a top priority. We offer career planning, career advancement opportunity, education/certification reimbursement, work/life balance, great benefits, and a people-focused culture.

If you would like to know more about Dedicated IT, click the links below:

After-Hours Service Manager

Location : Palm Beach Gardens, FL

Schedule : Monday through Friday 1 PM to 10 PM

Salary : $80,000 - $105,000 annually

Travel : Up to 10% - May travel to client sites (need-based – Multi-day travel may be needed)

Promotion Path : Service Delivery Manager, Account Manager

Mission of the Role

The After-Hours Service Manager is responsible for transforming the after-hours support function into a highly trusted, process-driven, and operationally aligned extension of the daytime service organization.

This leader will elevate technical execution, accountability, collaboration, and service quality across nights and weekends while building strong cross-functional trust with daytime service teams. Success in this role is measured by improved operational efficiency, increased technician performance, stronger process adherence, reduced service friction between shifts, and the establishment of after-hours as a proactive force multiplier for the organization.

Job ScorecardAccountability #1:Build a High-Performance After-Hours TeamOutcomes / KPIs

• Increase A-player density on the after-hours team by 30%+ within 12 months through coaching, accountability, hiring, and performance management
• Conduct bi-weekly 1:1s with 100% of direct reports
• Maintain documented development plans for all technicians
• Reduce repeat technician performance issues through structured coaching and clear accountability
• Improve technician QA audit scores to established departmental benchmarks
• Maintain full staffing readiness and scheduling coverage for nights/weekends

Deliverables

• Performance management framework
• Technician scorecards and coaching plans
• Structured onboarding/training roadmap
• Succession and staffing recommendations

Accountability #2:Establish Operational Trust Between After-Hours and Daytime TeamsOutcomes / KPIs

• Achieve measurable improvement in daytime team satisfaction and confidence in after-hours support
• Reduce avoidable ticket reopen rates and after-hours remediation failures
• Establish standardized cross-shift communication and escalation procedures
• Improve first-pass resolution quality for after-hours handled incidents
• Eliminate undocumented or improperly transitioned escalations

Deliverables

• Standardized overnight/daytime handoff process
• Cross-functional operational alignment meetings
• Shared escalation and communication standards
• Trust-building collaboration initiatives between shifts

Accountability #3:Drive Service Quality, Process Adherence & Technical ExecutionOutcomes / KPIs

• Increase after-hours billable utilization by 30–50%
• Improve SLA compliance and ticket progression consistency
• Increase documentation accuracy and SOP adherence across the team
• Reduce incidents caused by improper troubleshooting or process deviation
• Improve board hygiene, ticket categorization accuracy, and time entry compliance

Deliverables

• Weekly QA and operational review cadence
• Ticket quality audit reporting
• SOP reinforcement and process training initiatives
• Operational performance dashboards and trend reporting

Accountability #4:Optimize Overnight & Weekend Operational EffectivenessOutcomes / KPIs

• Increase proactive overnight/weekend maintenance completion rates
• Expand after-hours ownership of operational work that reduces daytime team workload
• Improve efficiency of overnight project execution and maintenance activities
• Reduce backlog carryover from after-hours into daytime operations
• Ensure consistent coverage readiness during critical support windows

Deliverables

• Overnight operational execution plans
• Weekend maintenance coordination framework
• Resource and coverage planning recommendations
• Capacity utilization reporting and optimization initiatives

Accountability #5:Lead Continuous Improvement & Cross-Functional CollaborationOutcomes / KPIs

• Identify and implement operational improvements that reduce friction between teams
• Create measurable gains in service efficiency and workflow consistency
• Partner effectively with Service Delivery Managers and leadership on organizational initiatives
• Develop scalable operational processes supporting company growth
• Improve communication transparency across service operations

Deliverables

• Process improvement initiatives
• Cross-department collaboration plans
• Operational health reporting
• Recommendations for tooling, workflow, and service optimization

Critical CompetenciesLeadership & Accountability

• Holds teams to high standards while maintaining strong morale and trust
• Comfortable addressing underperformance directly and professionally
• Creates clear expectations and accountability structures

Cross-Functional Influence

• Builds credibility and trust with technical and operational stakeholders
• Navigates conflict constructively
• Drives alignment across multiple teams and shifts

Operational Discipline

• Strong understanding of SLA management, queue management, escalation flow, and MSP service operations
• Process-oriented with strong attention to detail and consistency

Coaching & Team Development

• Develops technicians through structured feedback and mentorship
• Identifies skill gaps and creates actionable improvement plans

Continuous Improvement Mindset

• Identifies inefficiencies proactively
• Creates scalable operational solutions rather than temporary fixes

Education & Experience

Required

• High School Diploma / GED
• 5+ Years of MSP experience
• 3+ years in leadership or supervisory role within the MSP industry
• Experience with SalesForce, ConnectWise, NinjaOne, ITGlue, or similar PSA/RMM/KB 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
• Experience managing international or remote teams

Thanks for your interest in Dedicated IT!

Equal Employment Opportunity: Dedicated IT is committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran's status, disability, sexual orientation, or any other characteristic protected by law.