Service Manager for IT Managed Service Provider

Are you energized by leading people, solving problems, and making great IT service even better?

Do you enjoy helping a team succeed, improving the way things work, and making sure clients feel supported and valued? If you understand the fast-paced world of Managed Services and enjoy leading people as much as solving problems, we’d love to hear from you.

We’re looking for an experienced, motivated Service Manager to lead our technical support team and help us consistently deliver an exceptional client experience.

This is a leadership role for someone who understands that great IT service is about more than resolving tickets. It’s about developing people, creating accountability, improving processes, communicating clearly, and following through on commitments.

The ideal candidate is an experienced MSP professional who can move comfortably between strategic planning and day-to-day service operations and genuinely cares about both clients and the people they work with.

What You'll Do

Service Delivery & Operations

• Oversee the day-to-day operations of the service desk and technical support team.
• Monitor ticket volume, response and resolution times, escalations, and service-level performance.
• Make sure tickets are properly prioritized, assigned, documented, and followed through to resolution.
• Identify service delivery challenges and implement improvements that increase efficiency and client satisfaction.
• Maintain consistent processes and service standards across the team.
• Partner with leadership to establish and track service department goals and KPIs.

Team Leadership & Development

• Lead, coach, and mentor the service team.
• Conduct regular one-on-ones and team meetings.
• Provide guidance and escalation support for complex technical or client issues.
• Identify training opportunities and help team members grow their technical and professional skills.
• Foster a collaborative, accountable, and positive team environment.
• Recognize strong performance and address challenges promptly and fairly.

Client Experience

• Serve as an escalation point for significant technical or service-related concerns.
• Build strong relationships with key clients and help ensure their expectations are being met.
• Communicate clearly and professionally during service issues and escalations.
• Partner with Account Management and leadership to address recurring client concerns and opportunities for improvement.
• Help ensure every client interaction reflects our commitment to being responsive, knowledgeable, friendly, and easy to work with.

Process & Continuous Improvement

• Review service trends and identify recurring issues, inefficiencies, and opportunities to improve.
• Develop and refine SOPs, workflows, documentation, and service standards.
• Help maximize the value of our PSA, RMM, documentation, and other MSP tools.
• Participate in technology and process initiatives that make it easier for our team to support clients.
• Promote a culture of continuous learning and improvement.

What We're Looking For

• 3 years of experience in an MSP or similar IT service environment.
• Previous experience leading or managing an IT support/service team.
• Strong understanding of MSP service desk operations, ticketing, SLAs, escalations, and service delivery.
• Excellent organizational and time-management skills.
• Strong written and verbal communication skills.
• Ability to prioritize competing demands and remain calm under pressure.
• Strong problem-solving and decision-making skills.
• A client-first mindset and genuine commitment to excellent service.
• Ability to hold people accountable while maintaining a supportive, collaborative team culture.
• Strong technical understanding sufficient to guide and support a technical team.
• Experience with PSA/RMM platforms and Microsoft 365 environments is strongly preferred.

What Makes Someone Successful in This Role?

The right person will be someone who can lead without micromanaging, create accountability without creating fear, and solve problems without always being the person who has to fix them.

You understand both sides of the service equation—the client's experience and the technician's reality. You’re comfortable asking, “Why did this happen?” rather than simply asking, “Who is responsible?”

You enjoy developing people, improving processes, and finding ways to make the team—and the client experience—better every day.

Why IT Radix?

We’re a Managed Service Provider that believes technology support should be professional, responsive, knowledgeable—and human.

We value teamwork, accountability, continuous learning, and outstanding customer service. We work hard for our clients, but we also believe in creating a workplace where people can learn, contribute, have fun, and build a career.

At IT Radix, you’ll have the opportunity to make a meaningful impact—not only on how we serve our clients, but on the people you work alongside every day.

If you’re an experienced IT service leader who is ready to lead a great team and help us raise the bar on service, we’d love to hear from you.

Job Type: Full-time

Pay: $90,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

People with a criminal record are encouraged to apply

Application Question(s):

• Please include a cover letter that tells us about you and why you would be a great hire for us in this position. Use the word Eagle to show your attention to detail.

Education:

• Bachelor's (Required)

Ability to Commute:

• Whippany, NJ 07981 (Required)

Work Location: In person

Salary : $90,000 - $100,000