Remote Service Manager

Summary

Join a cutting-edge startup revolutionizing IT solutions for fast-growing companies as the Service Manager, leading Help Desk/Support and Onboarding teams, ensuring seamless service delivery and exceptional client experience.

Requirements

• Bachelor’s degree in IT/computer science, Business Administration, or a related field; advanced certifications (e.g., ITIL, CompTIA, Microsoft) preferred
• 3+ years in a service management/leadership role within a technology environment; MSP/tech services are a bonus
• Proven track record of achieving high client retention metrics, team member efficiency, and team member development
• Strong leadership skills with experience mentoring and developing technical teams
• Hands-on experience with SLA management, ticket queue oversight, and service delivery processes
• Excellent communication skills for cross-departmental collaboration and client interaction
• Strategic mindset that can align IT operations with business objectives and foster client satisfaction
• Time Management and Prioritization – Can juggle multiple tasks, prioritize critical issues, and keep track of deadlines to meet SLA requirements
• Strong problem-solving skills - Quickly assesses situations, anticipates potential challenges, and devises effective solutions to maintain service continuity and meet SLAs

Responsibilities

• Lead daily standups and weekly service meetings to align goals and priorities
• Manage team scheduling, including time-off requests and calendar coordination
• Act as the point of contact for escalated customer satisfaction (CS) issues and neutral/negative CSATs, ensuring prompt, client-centered responses
• Collaborate closely with Client Success Managers (CSMs) to share feedback and improve client relationships
• Regularly check in with team leads to ensure service delivery meets or exceeds client expectations
• Conduct 1:1s with team members, setting goals for career growth, skill development, and performance
• Facilitate conflict resolution among team members, fostering a collaborative and supportive environment
• Develop and maintain a training program and onboarding process for new hires, ensuring team readiness and technical excellence
• Oversee and refine service processes, including SOPs, Playbooks, and team member training
• Monitor ticket data to identify trends and implement improvements to enhance service delivery
• Ensure that Service Level Agreements (SLAs) on response and resolution times are consistently met
• Review and clear stale tickets daily to maintain an efficient queue
• Partner with Project Managers, Technicians, Engineers, and CSMs to ensure successful client onboarding and satisfaction from day one
• Provide strategic IT consulting with CSMs to align client infrastructure with business goals, incorporating industry best practices and security insights
• Lead initiatives for service delivery enhancements, leveraging Interlaced's technology stack, including specialized cybersecurity tools
• Generate weekly performance reports and present strategies for continuous service improvements
• Maintain and update the weekly service scorecard and deliver monthly data-driven analyses (DD&A) to the Division Director

Benefits

• Up to (80) hours or two (2) weeks of Paid Time Off (PTO) accrued each calendar year
• Forty (40) hours or one (1) week of paid sick leave each calendar year
• Sixteen (16) paid holidays each calendar year, 6 fixed and 10 flexible
• Two (2) paid Volunteer days each calendar year
• $100 monthly cell phone reimbursement
• $60 flexible health benefit reimbursement
• Retirement Savings: Interlaced will match the employee’s contributions to Interlaced’s 401(k) Retirement Plan, up to four percent (4%) of the employee’s base salary per year, subject to any applicable limitations under Interlaced’s 401(k) Retirement Plan’s terms
• Eligibility for Interlaced’s benefits program. This includes company contributions to Medical, Dental, and Vision plans