IT Services Manager

Benefits:

• 401(k) matching
• Bonus based on performance
• Competitive salary
• Health insurance
• Paid time off
• Training & development

ETS Technology Solutions is a leading Managed Service Provider (MSP) based in the heart of Chicagoland. ETS is dedicated to empowering mid-market businesses with tailored IT solutions. With a deep understanding of the unique challenges and opportunities faced by mid-sized organizations, we provide a comprehensive suite of services designed to enhance operational efficiency, improve security, and drive digital transformation.

Job Summary:

Our IT Manager will be responsible for ensuring the seamless delivery of IT services to our clients. You will oversee service performance, manage client relationships, and lead cross-functional teams to meet SLAs and drive continuous improvement. This role demands a strategic thinker with strong operational expertise and a customer-first mindset.

Key Responsibilities:

Client Relationship & Service Management

• Serve as the primary point of contact for client service delivery issues and escalations.
• Build and maintain strong relationships with clients, ensuring satisfaction and retention.
• Conduct regular service reviews and performance reporting with staff and clients.
• Translate client needs into actionable service plans and improvements
• Ensure services are delivered in accordance with contractual SLAs and KPIs.
• Monitor and manage service performance metrics across teams and technologies.
• Coordinate internal resources to resolve issues and develop systems and processes.
• Oversee onboarding processes for new clients and service offerings.

Team Leadership & Collaboration

• Lead and mentor service delivery teams to ensure high performance and accountability.
• Facilitate collaboration between technical teams and account managers.
• Drive a culture of continuous improvement and operational excellence.

Process & Quality Improvement

• Develop and refine service delivery processes, playbooks, and documentation.
• Identify gaps in service and implement corrective actions.
• Lead root cause analysis and problem management initiatives.
• Ensure compliance with best practices and industry standards.

Strategic Planning & Reporting

• Contribute to strategic planning for service delivery growth and scalability.
• Provide regular reports and insights to senior leadership on service performance.
• Support budgeting and resource planning for service operations.

Qualifications

• Bachelor’s degree in IT, Business, or related field OR equivalent experience.
• 5 years of experience in mid-to-large overall infrastructure operations or MSP operations.
• Strong understanding of ITIL framework and service management principles.
• Proven leadership and client-facing experience.
• Excellent communication, analytical, and problem-solving skills.

Preferred Skills

• ITIL certification (Foundation or higher) or equivalent experience.
• Experience with cloud services, cybersecurity, and infrastructure management.
• Optionally PMP or other project management certification OR equivalent experience.
• Familiarity with tools like ConnectWise, Automate, and IT Glue or equivalent systems.
• Ability to thrive in a fast-paced, multi-client environment.