What are the responsibilities and job description for the IT Service Manager position at Just Solutions, Inc.?
About Just Solutions, Inc.:
Just Solutions, Inc. is so much more than an IT company! We're a full-service technology partner dedicated to helping businesses thrive in a fast-paced digital world. From network infrastructure and cloud solutions to security and system optimization, we provide end-to-end support that keeps our clients connected and competitive. With over 25 years of experience, we deliver innovative solutions and exceptional service to meet the evolving needs of modern businesses. If you're passionate about solving complex challenges and driving technological progress, we want to hear from you!
ABOUT THIS IT SERVICE MANAGER ROLE
Role: Full-time IT Service Manager
Location: Fairport, NY
Pay: $60,000 - $80,000 per year
Schedule: 8:00 AM - 5:00 PM, Monday through Friday, with in-office, and hybrid
YOUR DAY-TO-DAY
As the leader of a high-performing service team, you will ensure client issues are resolved efficiently and service standards are exceeded. Your role involves coaching technicians, providing feedback, and supporting their growth. You will manage ticket flow, balance workloads, and coordinate schedules to ensure smooth operations. When client concerns arise, you'll act as an escalation point, guiding issues to resolution and strengthening relationships. Additionally, you will collaborate with leadership to meet service goals, monitor team performance, lead discussions, and support the onboarding of new team members to contribute to the organization's success.
QUALIFICATIONS TO BECOME OUR IT SERVICE MANAGER
- 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
Preferred 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
BENEFITS
- Health, dental, & vision insurance
- HSA/FSA options
- Life insurance
- Short- & long-term disability
- Bonus structure
- PTO
- 401(k) with company match
- Growth opportunities
- Incentives for earning additional certifications
Ready to lead a talented team and make a lasting impact on client success?
Take the next step in your career as our IT Service Manager. Our initial application is quick, mobile-friendly, and designed to take just a few minutes to complete. Submit yours today and discover what's possible with Just Solutions, Inc.!
Must have the ability to pass a background check
Salary : $60,000 - $80,000