Service Manager

About the Role

The Service Manager at 123 Equipment Solutions, a Tech 24 company, Norfolk location, is the operational heartbeat of the organization. This individual oversees the full lifecycle of every service order from intake through billing and revenue recognition. This is a leadership-first role that requires equal parts business acumen, people skills, and process discipline. The right person will foster a culture of safety, accountability, and continuous improvement while driving operational results and maintaining strong customer relationships.

Responsibilities

• Oversee day-to-day branch operations including work order lifecycle management from intake through billing and revenue recognition
• Lead, develop, and foster a team culture built on safety, accountability, teamwork, and continuous improvement
• Serve as the first line of contact for employee relations, functioning as in-house HR support and reducing reliance on corporate HR for routine matters
• Drive operational metrics including days-to-complete, P&L performance, and utilization against defined targets
• Conduct safety meetings and ensure full OSHA and compliance standards are met across the facility
• Maintain and grow customer relationships through direct engagement, site visits, and consistent follow-through on service commitments
• Leverage Power BI and GE platforms to monitor performance data and make proactive, data-informed decisions
• Set and communicate short-term and long-term goals with the team, reinforcing them in daily operations and stand-ups
• Collaborate closely with the Lead Dispatcher, Field Service Manager, warehouse team, and accounting on cross-functional execution
• Support the hiring and onboarding of technicians in partnership with Talent Acquisition
• Conduct ride-alongs

Qualifications

• Demonstrated leadership experience in a service, operations, or branch management environment
• Strong business acumen with working knowledge of P&L, EBITDA, and operational financials
• Experience managing day-to-day operations in a high-volume, fast-paced service environment
• Exceptional communication skills with the ability to lead, influence, and motivate a team
• Process-oriented mindset with a track record of putting operational systems in place
• Self-motivated, proactive, and comfortable making decisions with incomplete information
• Service industry background required (foodservice, HVAC, facilities, or adjacent industries welcome; specific technical/trade expertise not required)

Preferred Skills

• Experience with Power BI or similar data/reporting platforms
• Familiarity with work order management systems
• Background in industries with field technician teams or dispatch-driven workflows
• Prior experience as a branch manager, operations manager, or equivalent

Pay

Pay range and compensation package: $90,000 - $105,000

Equal Opportunity Statement

Tech24 is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other federally protected class. For more information about Tech24 and our career opportunities visit https://www.mytech24.com/careers/.