IT Service Manager I

IT Service Manager IDepartment: Service DeliveryEmployment Type: Full TimeLocation: Madison, WisconsinDescriptionThis is a hybrid position requiring regular onsite presence; candidates must be located in Madison, WI or within a one-hour commuting distance.At VC3, we don't just solve IT problems — we own them. We serve hundreds of municipalities and organizations across the United States and Canada, bringing IT to the people who need it most. We believe in earning trust, having a growth mindset, and delivering excellence every single time.We're a team of doers, builders, and tech whisperers who live by 4 core values: Go Beyond Own It Be Curious Serve as OneWe pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar.The Impact you will have:The primary focus of the Service Manager I is to manage and lead their team in providing a consistent level of quality and service to support our clients. With that, the Service Manager I must be able to deliver effective leadership, strategy, follow up and direction that aligns with the overall goals of the company. We must continually train and educate employees on why our people, process and technology standards exist and how it benefits our customers and VC3.What you will be doing:Act as an escalation point for critical client issues, communicate and manage communication with customers as neededCommunicate with all parties in a constructive manner to guarantee customer expectations are metResponsible for the scheduling, time and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followedReview and manage service backlog to ensure services are being correctly scheduled, prioritized and moving through the system as desiredProactive issue trending and data reporting for the improvement of key metricsManage team performance and tools to meet or exceed SLOsEnsure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performanceMentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidancePerform employee reviews, manage headcount, hiring and overall HR management for your team. Build a culture of continuous improvement via feedback, coaching and staff developmentProvide timely responses and guidance to client requests, either directly if needed or via your teamAdvocate for the customer in day-to-day operationsTake ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post incident reviewsLiaise with internal and external resources to provide detailed analysis of the operations and opportunities for improvement to meet SLAs and internal efficienciesAdditional Responsibilities:Collaborate across all VC3 departments to maximize overall customer satisfactionMaintain accurate and up to date documentation through the change management processesEnsure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate customer communications, and overall presentabilityBe a leader within the company, attending staff events, participating in meetings, encouraging a positive morale and holding all employees accountable. Set the example to follow for customer serviceMaintain an in-depth knowledge of the products and services we offerBuild relationships with clients and team members and serve as a trusted point of contactProviding timely responses and guidance to client requestsMaintain accurate and up to date process & departmental documentationAttend training & team meetings as requiredAssist with the development and evolution of the Team Lead roleReview CSAT responses; provide coaching, praise, and client follow up as requiredAdditional duties as requiredThe tools you bring:KPI goals consistently met in current role3+ years relevant technical experience is required3+ years relevant management or leadership experience is required OR completion of VC3 leadership academyExperience in supporting Infrastructure environmentsAt least 2 years relevant IT experience fully supporting customer environmentsAt least 2 years experience in managing and working with the following technologies:Windows ServerCloud environments including Microsoft 365Active DirectoryGPOsRouting and SwitchingFirewallsVPNsVirus and SecurityLAN/WAN TechnologiesVirtualization TechnologiesExperience in IT service delivery and managing customer expectationsDemonstrable experience in incident, problem, and change managementKnowledge of ITIL standards is requiredITIL Foundations V3 or V4 certification highly desiredExcellent ability to present information to senior management in a manner that is clear and conciseVery strong interpersonal and communication skills with the ability to build effective working relationships, solicit cooperation and resolve conflicts with a variety of stakeholders both internally and externallyExperience in business analysis and a good understanding of financial conceptsExcellent client service skills, with the ability to create/cultivate trust relationships with clients and co-workers and remain calm in stressful circumstancesWhat's in it for you:Well-being & Support – Caring for our team goes beyond the workday. We offer a range of benefits to support your overall well-being, from mental health and leave support through our Employee and Family Assistance Program, to financial wellness through company-matched 401(k)/RRSP plans. Whether it's today's needs or tomorrow's goals, we've got you covered.Grow with Us – Whether you're just getting started or ready to take the next step, we are committed to investing in your growth. We offer structured development through our Leadership Academy, monthly learning sessions, mentorship programs, learning reimbursements, internal career fairs, job shadowing, and personalized career-pathing to support internal mobility.People-First Culture – We live our values, support each other, and create a space where everyone belongs. We have a common goal of doing work that matters, with autonomy, recognition, and a mission to serve those who serve.Transparent Leadership – From open communication to clear company goals, our leaders are involved, and our managers are here to support your growth every step of the way.Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment.Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted.J-18808-Ljbffr