Service Manager

About the role

525 Technologies is seeking a well-rounded Service Manager / Service Director to lead and oversee our service operations. This position is ideal for a hands-on technology professional who understands both the technical and operational sides of delivering IT services. The Service Manager / Service Director will oversee service delivery, technical staff, customer support, field operations, scheduling, escalations, and the successful completion of service-related projects. The ideal candidate does not need to be an expert in every technology we support but should have a broad technical foundation and the ability to troubleshoot, manage technical teams, communicate with customers, and ensure work is completed correctly and on time. This position will work closely with company leadership, project staff, field technicians, vendors, and customers.

We are looking for someone who can own the service function, not simply manage a schedule. The right person should be comfortable moving between managing people, communicating with customers, troubleshooting technical problems, reviewing service issues, coordinating field work, and helping leadership improve how services are delivered. This individual should be proactive, organized, technically curious, accountable, and willing to step in when the team needs support.

Responsibilities

• Lead day-to-day service operations and ensure customer service requests are handled efficiently.
• Manage and provide direction to field technicians, support technicians, and other service personnel.
• Coordinate technician schedules, assignments, priorities, and customer site visits.
• Monitor open service tickets, outstanding issues, escalations, and project-related service needs.
• Serve as an escalation point for complex technical and customer service issues.
• Troubleshoot technical problems and assist technicians with identifying practical solutions.
• Ensure technicians properly document completed work, service issues, equipment, and customer communications.
• Monitor technician performance, productivity, quality of work, and adherence to company procedures.
• Help establish and maintain service standards, processes, documentation, and accountability.
• Communicate with customers regarding service needs, technical