IT Service Manager

Lead People. Elevate Service. Grow Careers. Due to continued growth, Charles IT is seeking a Service Manager to lead a high-performing team of Team Leads and deliver an exceptional client experience. This role is ideal for a people-focused leader who is passionate about coaching and developing talent, building future leaders, and creating a service-first culture. As a key member of the leadership team, you'll oversee daily IT service operations, mentor Team Leads professionals, and ensure every client interaction reflects our commitment to outstanding customer service. Success in this role means developing engaged team members, maintaining operational excellence, and continuously improving service delivery. What You'll Do Lead, coach, and develop a team of IT Team Leads through regular feedback, mentoring, and career development planningFoster a positive, service-first culture focused on accountability, teamwork, team member growth, and customer satisfactionOversee day-to-day service delivery, ticket management, escalation handling, and team performanceMaintain visibility across active client issues and ensure timely resolution while balancing team workload and resourcesPartner with technical escalation resources to resolve complex issues and critical incidentsEnsure clients receive proactive communication and an exceptional support experienceMonitor SLA performance and drive continuous improvement initiativesIdentify trends, recurring issues, and skill gaps, implementing process improvements and coaching plans as neededManage resource allocation to support operational efficiency and client needsPartner with leadership on hiring, onboarding, team member development, succession planning, and performance managementConduct regular one-on-one meetings, team meetings, coaching sessions, and performance reviewsSupport team member engagement, career pathing, certifications, promotions, and professional growth opportunities Requirements Experience leading or managing an IT support, help desk, service desk, technical support, or managed services (MSP) teamStrong understanding of service delivery, ticket management, incident management, and escalation processesProven ability to coach, mentor, and develop technical professionalsExperience working in an SLA-driven environment with measurable service and performance goalsExcellent communication and relationship-building skills with both clients and team membersStrong organizational, problem-solving, and decision-making abilitiesAbility to balance people leadership, operational excellence, and client satisfaction in a fast-paced environmentPassion for building high-performing teams and developing future leaders Benefits At Charles IT, we believe investing in our people is key to our success. We offer a comprehensive benefits package designed to support your health, financial well-being, as well as personal and professional growth. Financial Benefits 401(k) plan with employer contributionsPerformance-based incentive opportunitiesDiscount programs and savings offerings Time Away From Work Time Off (PTO)Paid HolidaysPaid Parental Leave Health & Wellness Comprehensive Medical, Dental, and Vision coverageEmployer-paid Life Insurance, Short-Term and Long-Term Disability InsuranceFlexible Spending Accounts (FSA)Well-being resources and support programs Growth & Development Professional development and training opportunitiesPersonal and career growth programsClear career progression pathwaysOngoing leadership development and mentorship opportunities Additional Perks Employer-paid dry cleaning serviceFriday team lunchesTeam-building events and company-sponsored activitiesA collaborative, people-first culture focused on learning, growth, and successAnd more Our Commitment to Inclusion Charles IT is committed to fostering an inclusive and respectful workplace where everyone can thrive. We are proud to provide equal employment opportunities to all team members and applicants without regard to any protected characteristic. We believe diverse perspectives strengthen our team, enhance innovation, and help us better serve our clients. The information contained in this job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Additional responsibilities may be assigned as business needs evolve. Careers - Charles IT