After Hours Service Manager

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 opportunities, education/certification reimbursement, work/life balance, great benefits, and a people‑focused culture. After‑Hours Service Manager Location: Palm Beach Gardens, FL Schedule: Monday through Friday 1 PM to 10 PM Salary: $75,000 - $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 Scorecard Accountability #1: Build a High‑Performance After‑Hours Team Outcomes / 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 Teams Outcomes / 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 Execution Outcomes / 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 Effectiveness Outcomes / 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 Collaboration Outcomes / 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 Competencies Leadership & 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. #J-18808-Ljbffr