IT Services Manager

Location: 100% On-Site in Richmond, VA office. Position Type: Full-Time, Salaried. Experience Level: Mid-Career. Compensation: $90K – $120K plus signing bonus. This is a high-responsibility role typically requiring more than 40 hours per week. In-office hours are Monday through Friday, 9:00 AM to 6:00 PM.

About the Role

The IT Services Manager oversees the day-to-day delivery of core business services through a team of junior professionals. This role focuses on people management, operational execution, workflow efficiency, and service quality within a professional services environment. You will manage a team of over 10 junior team members, ensuring work is completed accurately, on time, and in alignment with internal standards and client expectations. This is a hands-on leadership role requiring strong organizational skills, process discipline, and the ability to coach and develop early-career professionals.

Responsibilities

Team Leadership & People Management

• Directly manage, coach, and support a team of 5–10 junior team members
• Conduct regular 1:1s, performance reviews, and goal-setting sessions
• Support onboarding, training, and professional development of team members
• Foster accountability, collaboration, and a high-performance culture
• Act as the first point of escalation for team-level issues

Service Delivery & Operations

• Own day-to-day execution of assigned business services and workflows
• Ensure work is completed accurately, consistently, and within defined timelines
• Manage workload distribution, capacity planning, and task prioritization
• Monitor service quality and ensure adherence to internal processes and standards
• Identify operational risks and proactively address bottlenecks

Process & Continuous Improvement

• Document and refine standard operating procedures (SOPs)
• Identify opportunities to improve efficiency, quality, and scalability
• Partner with leadership to implement process improvements and tooling changes
• Track operational metrics related to productivity, quality, and turnaround time

Cross-Functional Collaboration

• Work closely with account management, client services, and leadership teams
• Communicate status updates, risks, and resourcing needs clearly and proactively
• Support special projects and operational initiatives as needed

Requirements

• 3+ years of experience managing teams of 5–10 people
• Prior experience in a professional services environment (consulting, accounting, compliance, legal services, managed services, or similar)
• Relevant background includes experience as a Call Center Manager for B2B products or as an Agency Service Delivery Manager for marketing, software development, or other agency-driven business services
• Demonstrated ability to manage junior or early-career professionals
• Strong operational mindset with attention to detail and process discipline
• Proven ability to meet deadlines and manage competing priorities
• Excellent written and verbal communication skills
• Comfortable working in a fast-paced, client-focused environment

Preferred Qualifications

• Experience managing workflow-driven or production-style teams
• Exposure to regulated or process-heavy industries
• Experience implementing or improving operational processes
• Familiarity with performance metrics, SLAs, or service delivery KPIs

Not a Fit

• You’re looking for a strict 9-to-5 schedule with minimal flexibility
• You feel uncomfortable in high-pressure or fast-paced environments
• You prefer not to work in a highly professional, client-facing role
• You’re not excited about being part of a high-growth, in-person startup culture
• You’re looking for a role with minimal expectations beyond basic responsibilities

Benefits

• 10 days of paid time off (PTO) + Sick Days
• 11 paid federal holidays
• 401(k) with 4% company match
• Monthly healthcare stipend
• Gym membership stipend
• Weekly team lunches and in-office snacks
• Eligible for stock option grants after year 2