Service Manager

Job Description

Job Description

Benefits:

• 401(k)
• 401(k) matching
• Employee discounts
• Opportunity for advancement

Service Manager / Service Director
Location: Atlanta, GA
Employment Type: Full-Time
Salary Range: $60,000–$85,000 annually, based on experience
Company: 525 Technologies

Position Overview
525 Technologies is seeking a well-rounded Service Manager / Service Director to lead and oversee our service operations. This position is ideal for a hands-on technology professional who understands both the technical and operational sides of delivering IT services.

The Service Manager / Service Director will oversee service delivery, technical staff, customer support, field operations, scheduling, escalations, and the successful completion of service-related projects. The ideal candidate does not need to be an expert in every technology we support but should have a broad technical foundation and the ability to troubleshoot, manage technical teams, communicate with customers, and ensure work is completed correctly and on time.
This position will work closely with company leadership, project staff, field technicians, vendors, and customers.

Key Responsibilities

• Lead day-to-day service operations and ensure customer service requests are handled efficiently.
• Manage and provide direction to field technicians, support technicians, and other service personnel.
• Coordinate technician schedules, assignments, priorities, and customer site visits.
• Monitor open service tickets, outstanding issues, escalations, and project-related service needs.
• Serve as an escalation point for complex technical and customer service issues.
• Troubleshoot technical problems and assist technicians with identifying practical solutions.
• Ensure technicians properly document completed work, service issues, equipment, and customer communications.
• Monitor technician performance, productivity, quality of work, and adherence to company procedures.
• Help establish and maintain service standards, processes, documentation, and accountability.
• Communicate with customers regarding service needs, technical concerns, project status, and issue resolution.
• Coordinate with vendors and technology partners when additional technical support or equipment is required.
• Assist with planning and executing technology installations, upgrades, deployments, and service projects.
• Ensure appropriate materials, equipment, tools, and resources are available for scheduled work.
• Participate in hiring, onboarding, training, coaching, and development of technical staff.
• Identify recurring service problems and recommend improvements to processes, technology, or staffing.
• Provide leadership with updates regarding service performance, customer concerns, staffing needs, and operational risks.

Technical Knowledge
The ideal candidate should have a broad understanding of several of the following areas:

• IT support and help desk operations
• Microsoft 365 and Windows environments
• Networking, switches, wireless networks, and network troubleshooting
• Computers, laptops, printers, and end-user devices
• Hardware and software troubleshooting
• Structured cabling and low-voltage systems
• Security cameras / video surveillance
• Access control systems
• Audio/visual technology and commercial displays
• Technology installations and deployments
• IT asset and inventory management
• Vendor and manufacturer support
• Ticketing and service management systems

Experience in every technical area is not required. We are looking for someone with a strong overall technology foundation who can learn new systems, ask the right questions, troubleshoot effectively, and lead technical personnel.

Qualifications

• Minimum of 5 years of experience in IT, technology services, field services, technical support, systems administration, or a related technical field.
• Previous experience supervising, coordinating, mentoring, or leading technical employees preferred.
• Strong troubleshooting and problem-solving skills.
• Ability to understand technical issues and communicate solutions to both technical and non-technical audiences.
• Experience coordinating multiple technicians, customer requests, or service projects.
• Strong organizational and follow-through skills.
• Ability to prioritize competing service needs and respond appropriately to urgent issues.
• Strong customer service and communication skills.
• Comfortable working in a fast-paced environment where priorities may change.
• Ability to hold team members accountable while also providing coaching and technical guidance.
• Experience working with educational, government, or commercial customers is a plus.
• Valid driver's license and ability to travel to customer locations as needed.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft certifications
• Networking certifications
• Manufacturer certifications related to security cameras, access control, audiovisual, or other supported technologies

What We're Looking For
We are looking for someone who can own the service function, not simply manage a schedule.
The right person should be comfortable moving between managing people, communicating with customers, troubleshooting technical problems, reviewing service issues, coordinating field work, and helping leadership improve how services are delivered.
This individual should be proactive, organized, technically curious, accountable, and willing to step in when the team needs support.

Salary: $60,000–$85,000 annually, depending on experience and qualifications.