Service Manager

Job Description:Position SummaryThe Service Operations Supervisor is the operational leader for an assigned service pod. This role owns day-to-day service execution, technician performance, SLA adherence, and board health.This position is accountable for ensuring technicians operate with structure, discipline, and consistency so that the Service Delivery Manager can focus on strategic client leadership, profitability, and executive engagement.The Service Operations Supervisor does not own client strategy, QBRs, or contract accountability. Instead, this role ensures operational excellence and protects the SDM from daily execution noise. This is a leadership role focused on people management, service discipline, and operational execution.Primary Functions of the Position:Team Oversight & EnablementOversee daily ticket queues, ensuring priority, urgency, and workload balance are maintainedConduct daily board reviews to ensure SLA Health and proactive ticket progressionLead weekly team huddles to reinforce accountability and alignmentConduct bi-weekly 1:1s with assigned techniciansIdentify performance concerns and training gaps; coordinate action plans with SDMPerform quality audits on tickets and calls to uphold documentation standardsReinforce adherence to SOPs and documentation requirementsProvide structured coaching and performance feedback.Operational LeadershipMonitor SLA and time entry compliance across assigned podsEnsure proactive work and documentation targets are metPartner with Senior SDM on service scheduling, coverage, and resource planningSupport escalations by collecting operational context and coordinating responsesIdentify recurring service challenges and recommend process improvementsEscalation & Service CoordinationCoordinate responses to service escalations within the podGather operational data and technician context before elevating to SDMFacilitate cross-team collaboration for resolutionEnsure escalation communication remains professional and structuredQuality & Process DisciplineConduct weekly QA audits to validate service quality and documentation standardsIdentify trends in recurring issues and recommend process improvementsEnsure compliance with internal operational standards and playbooksMaintain board hygiene and ticket categorization accuracyClient InteractionMay participate in client calls when operational context is requiredMay conduct structured operational pulse checks at the direction of the SDMEducation & ExperienceRequiredHigh School Diploma / GED3+ Years in a technical service of helpdesk role1+ year in leadership, mentorship, or supervisory roleMSP experience strongly preferredExperience with SalesForce, ConnectWise, ITGlue, or similar PSA/RMM ToolsPreferredPrior accountability for client satisfaction, SLA performance, or team metricsExperience supporting healthcare or compliance-driven clientsPrevious exposure to client-facing service meetings or reportingITIL familiarity or service management framework exposureSkills Required for Success:Strong written and verbal communication skillsProven ability to coach, mentor, and hold others accountableConflict resolution and team-building capabilitiesAnalytical thinker; able to interpret service metrics into action plansCalm under pressure; professional in client and team interactionsStrong organizational skills with high attention to detailProcess-orientated and disciplined in daily executionComfortable presenting service insights to leadership and Account ManagersDecisive operational judgementPreferred Certifications:Required: None