Job Description
Job DescriptionAbout Us
We are a growing Managed Service Provider (MSP) based in South Florida, serving small and medium-sized businesses with IT support, cloud services, cybersecurity, and technology consulting. Our commitment is to deliver outstanding technical solutions and exceptional customer service, helping our clients focus on their core business goals.
Position Overview
We are seeking a dynamic and experienced Service Department Manager to lead our technical service team. This individual will be responsible for overseeing daily operations, ensuring high-quality client support, managing staff performance, and driving process improvement within the service department. The ideal candidate is both a strong leader and a technology enthusiast with a passion for customer success.
Key Responsibilities
· Lead, mentor, and manage the technical service team, including engineers and helpdesk technicians.· Oversee daily operations of the service department, including ticketing, scheduling, and resource allocation.· Monitor and drive adherence to service level agreements (SLAs), ensuring timely and effective client support.· Develop and implement department policies, procedures, and best practices.· Handle escalated technical issues and serve as a point of contact for major client concerns.· Collaborate with sales and account management to support client onboarding, projects, and renewals.· Track department metrics, prepare reports, and present recommendations for continuous improvement.· Recruit, onboard, and conduct performance reviews for service department staff.· Stay current with industry trends, emerging technologies, and MSP best practices.
Qualifications
· Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field (or equivalent experience)· 3+ years’ experience in IT service management, preferably within an MSP environment.· Proven leadership and team management skills.· Strong knowledge of networking, cloud platforms, cybersecurity, and end-user support.· Familiarity with ticketing, RMM, and PSA tools (e.g., ConnectWise, Autotask, ServiceNow)· Excellent communication, customer service, and organizational skills.· ITIL certification or similar is a plus.
What We Offer
- Competitive Annual base salary of $85,000 - $115,000.00
- Medical insurance
- 401(k) retirement plan with up to a 4% employer match
- Paid Time Off
- Opportunities for professional development with educational reimbursement for certification tests and company provided training resources.
- A supportive and collaborative work environment.
- Exposure and career advancement into a wide range of technologies and industries.