IT Service Manager

About the role

JMARK is looking for an experienced Service Manager to lead a dedicated technical service team supporting one of our banking clients. This role combines people leadership, technical judgment, client relationship management, and operational accountability. The right person will be comfortable leading technical professionals while also understanding the technology well enough to ask the right questions, challenge assumptions, guide troubleshooting, and ensure issues are resolved thoroughly and appropriately. You do not need to be the most technical person in the room, but you do need to know when a solution makes sense, when more questions need to be asked, and when additional expertise should be brought in. Because this team supports a banking environment, service availability, security, documentation, communication, and follow-through are critical. Previous IT experience within banking, financial services, or supporting core banking systems is strongly preferred.

Responsibilities

• Lead, coach, mentor, and develop a dedicated team of technical professionals.
• Establish clear expectations and hold team members accountable for individual, team, client, and company objectives.
• Conduct regular coaching, performance discussions, and performance reviews.
• Identify skill gaps and create training, cross-training, and professional development plans.
• Build a culture of teamwork, accountability, continuous improvement, and exceptional client service.
• Participate in hiring and developing the team as business and client needs evolve.
• Ensure appropriate staffing, backup coverage, and after-hours support coverage.
• Oversee the daily delivery of technical support and ensure requests are handled professionally, efficiently, and according to established service commitments.
• Manage team performance against client-specific response, escalation, engineer engagement, and service restoration expectations.
• Monitor ticket queues, workloads, documentation, service trends, and team capacity.
• Ensure tickets contain accurate and timely documentation, including business impact, actions taken, ownership, next steps, and resolution.
• Identify recurring issues, service trends, and opportunities to improve processes or automate repetitive work.
• Ensure root-cause analysis and corrective actions are completed for significant or recurring incidents.
• Understand the client's contractual requirements and ensure the team consistently delivers against those commitments.
• Serve as an escalation point for complex technical and business-impacting issues.
• Guide troubleshooting by helping the team define problems, validate assumptions, interpret findings, evaluate risk, and determine appropriate next steps.
• Challenge proposed diagnoses and solutions constructively when the available evidence does not support the conclusion.
• Coordinate with senior engineers, security specialists, vendors, and other JMARK teams when additional expertise is required.
• Provide hands-on technical assistance when circumstances require it.
• Maintain enough technical knowledge of the client's environment to make informed service and escalation decisions.
• The environment may include Windows endpoints and servers, Microsoft 365, Active Directory and Entra ID, virtualization, networking, VPNs, firewalls, remote desktop environments, backup and recovery solutions, endpoint protection, and email security.
• Serve as a primary service management contact for the client's technology leadership.
• Build trusted relationships through proactive communication, responsiveness, transparency, and follow-through.
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