Service Manager

The Service Manager is responsible for leading and developing a team of service professionals while ensuring exceptional client service, operational excellence, and achievement of organizational goals. This position oversees service delivery performance, client satisfaction, team development, profitability, resource planning, and adherence to company processes and standards.

Leadership & Team Management

• Manage direct reports through regular one-on-one meetings, Performance & Values Reviews (PVVs), team meetings, and daily huddles.
• Foster a culture aligned with the organization's Mission, Vision, Values, Brand Promise, and Go-to-Market Strategy.
• Direct staff development, coaching, training, and professional growth programs.
• Ensure all team members are trained and capable of performing the requirements of their assigned roles.
• Manage team resources, schedules, daily activities, and on-call coverage.
• Complete departmental HR functions, including:
• Timesheet and expense approvals
• Payroll and PTO administration
• Hiring, onboarding, role changes, and terminations
• Employee referral programs and bonus administration

Client Service & Service Delivery

• Conduct quality assurance and managed services launch meetings with new clients.
• Research and respond to all negative or neutral client satisfaction (CSAT) surveys.
• Implement corrective actions and provide coaching to improve service performance.
• Ensure service delivery aligns with contractual obligations and client expectations.
• Review, audit, and close service tickets according to established service delivery processes.
• Serve as an escalation point for service-related issues and resolution management.
• Ensure compliance with SLA response and resolution targets.

Operations & Process Improvement

• Contribute to the creation, training, maintenance, and continuous improvement of service delivery processes, procedures, templates, and best practices.
• Drive a culture of continuous process improvement and operational efficiency.
• Maintain baseline documentation and operational standards.
• Manage department assets, including:
• Fleet vehicles
• Inventory and parts bins
• Technical tools and equipment

Financial & Business Management

• Review agreement profitability and recommend service delivery changes to achieve target performance metrics.
• Monitor department performance and provide weekly reports to the Branch General Manager.
• Ensure accurate time entry and billing practices across the team.
• Understand and manage financial performance metrics, including profitability, utilization, and budget targets.
• Support achievement of budget goals and operational efficiency metrics.

Performance Metrics & Accountability

The Service Delivery Manager is accountable for achieving the following goals:

Customer Satisfaction

• Team CSAT Score: 97% or higher monthly

Employee Performance

• PVV Completion Rate: 100% quarterly
• Ensure all employees are fully trained and performing effectively in assigned roles.

Utilization & Productivity

• Team Billable Utilization: 76% or higher monthly
• Ensure accurate recording of time worked on requests, issues, and tasks.

Service Delivery

• SLA Response and Resolution Compliance: 92% or higher weekly
• Deliver service levels consistent with contracted agreements.

Financial Performance

• Maintain agreement profitability above established targets.
• Achieve department budget objectives and workforce productivity goals.

Leadership Skills

• Strong team leadership, coaching, and employee development capabilities.
• Ability to inspire teams and align performance with organizational goals.
• Strong decision-making skills and ability to act decisively based on company values and client needs.
• Ability to maintain professionalism in high-pressure or emotionally elevated situations.

Operational Skills

• Continuous process improvement and optimization mindset.
• Strong resource capacity planning and workload management skills.
• Excellent organizational, documentation, and administrative capabilities.
• Ability to manage competing priorities in a fast-paced environment.

Communication & Client Management

• Excellent verbal and written communication skills.
• Ability to clearly articulate technical issues presented by technical teams to clients and stakeholders.
• Strong customer service and relationship management skills.
• Ability to provide timely feedback, coaching, and performance guidance.

Technical & Business Skills

• Advanced knowledge of Microsoft 365 and Microsoft Office applications, including Excel and Word.
• Advanced competency with ConnectWise or similar PSA platforms.
• Strong understanding of Managed Service Provider (MSP) operations and service delivery models.
• Knowledge of client lifecycle management processes.
• Understanding of business financial concepts, including:
• Budgeting
• Profit & Loss statements
• Gross Margin analysis
• Agreement profitability

Required Qualifications

• Completion of Management Training.
• Completion of Customer Service Training.
• Completion of assigned Leadership Curriculum.
• ITIL Foundations Certification (preferred or required based on organizational standards).
• Knowledge of:
• Triage and Dispatch Processes
• Escalation Management (E1, E2, and E3 Resolution Management)
• Critical Response/Emergency Response Planning
• Timesheet, Expense, and Payroll Administration Processes
• Employee Onboarding and Termination Procedures
• Participation in industry peer groups and ongoing professional development activities as available.

Mytech offers a comprehensive benefits package which includes:

• 12 days of accrued vacation in your first year
• 6 days Sick time
• 8 hours of volunteer time
• Medical, Dental, and Vision insurance (employee portion fully paid)
• Company paid Life, STD, and LTD
• Professional Development Plan
• 401k with company match
• Profit Sharing