IT Service Manager
$60,000–$80,000 year
On-siteFairport, New York, United States
Job Summary
Lead a high-performing service team by ensuring client issues are resolved efficiently and service standards are exceeded. Coach technicians, provide feedback, and support their growth while managing ticket flow, balancing workloads, and coordinating schedules for smooth operations. Act as the escalation point for client concerns, guiding issues to resolution and strengthening relationships. Collaborate with leadership to meet service goals, monitor team performance, lead discussions, and support the onboarding of new team members. This full-time role in Fairport, NY offers a salary of $60,000 - $80,000, a schedule of 8:00 AM - 5:00 PM Monday through Friday, and includes health, dental, and vision insurance.
Required Qualifications
- 5+ years of experience in a Managed Service Provider (MSP) environment
- Experience in a service leadership role (Service Manager, Team Lead, or similar), with direct responsibility for managing technicians
- Must have the ability to pass a background check
Desired Qualifications
- Strong understanding of help desk and field service operations, including ticket flow, dispatching, and escalation management
- Experience managing client expectations and handling escalations in a professional, customer-focused manner
- Hands-on experience with PSA/RMM tools (e.g., ConnectWise, Autotask, Kaseya, Datto)
- Ability to lead, coach, and develop technical teams while driving accountability and performance
- Solid understanding of service metrics and KPIs (SLA compliance, response/resolution times, ticket quality)
- Strong organizational and time management skills, with the ability to prioritize in a fast-paced environment
- Excellent communication and interpersonal skills, both with clients and internal team members
- Technical background in IT support or managed services, with the ability to guide and support technicians when needed
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