Head of Client Support Services

The Service Manager is the operational heartbeat of the 123 Equipment Solutions, a Tech 24 company, Norfolk location. Functioning as the assistant to the GM, this individual oversees the full lifecycle of every service order from the moment a call comes in through billing and revenue recognition. This is a leadership-first role that requires equal parts business acumen, people skills, and process discipline. The right person will foster a culture of safety, accountability, and continuous improvement while driving operational results and maintaining strong customer relationships.

Oversee day-to-day branch operations including work order lifecycle management from intake through billing and revenue recognition

Serve as the first line of contact for employee relations, functioning as in-house HR support and reducing reliance on corporate HR for routine matters

Drive operational metrics including days-to-complete, P&L performance, and utilization against defined targets

Conduct safety meetings and ensure full OSHA and compliance standards are met across the facility

Maintain and grow customer relationships through direct engagement, site visits, and consistent follow-through on service commitments

Leverage Power BI and GE platforms to monitor performance data and make proactive, data-informed decisions

Set and communicate short-term and long-term goals with the team, reinforcing them in daily operations and stand-ups

Collaborate closely with the Lead Dispatcher, Field Service Manager, warehouse team, and accounting on cross-functional execution

Support the hiring and onboarding of technicians in partnership with Talent Acquisition

Demonstrated leadership experience in a service, operations, or branch management environment

Strong business acumen with working knowledge of P&L, EBITDA, and operational financials

Experience managing day-to-day operations in a high-volume, fast-paced service environment

Service industry background required (foodservice, HVAC, facilities, or adjacent industries welcome; Experience with Power BI or similar data/reporting platforms

Familiarity with work order management systems

Background in industries with field technician teams or dispatch-driven workflows

Prior experience as a branch manager, operations manager, or equivalent

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other federally protected class.