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Charles IT is seeking a Service Manager to lead a high-performing team of IT Team Leads and deliver exceptional client experiences. This is a people-focused leadership role ideal for someone passionate about coaching, developing talent, and building a service-first culture.
In this position, you will oversee daily IT service operations, mentor and develop Team Leads, and ensure every client interaction reflects the company's commitment to outstanding customer service. You'll lead, coach, and develop your team through regular feedback, mentoring, and career development planning while fostering a positive, service-first culture focused on accountability, teamwork, and customer satisfaction.
Key responsibilities include overseeing day-to-day service delivery, ticket management, escalation handling, and team performance metrics. You'll maintain visibility across active client issues and ensure timely resolution while balancing team workload and resources. You'll partner with technical escalation resources to resolve complex issues and critical incidents, ensuring clients receive proactive communication and exceptional support.
You'll monitor SLA performance and drive continuous improvement initiatives by identifying trends, recurring issues, and skill gaps, then implementing process improvements and coaching plans. Resource allocation will be critical to supporting operational efficiency and client needs. You'll also partner with leadership on hiring, onboarding, team member development, succession planning, and performance management.
The role requires conducting regular one-on-one meetings, team meetings, coaching sessions, and performance reviews. You'll support team member engagement, career pathing, certifications, promotions, and professional growth opportunities.
Required qualifications include experience leading or managing an IT support, help desk, service desk, technical support, or managed services (MSP) team. You need a strong understanding of service delivery, ticket management, incident management, and escalation processes, plus proven ability to coach, mentor, and develop technical professionals. Experience in an SLA-driven environment with measurable service and performance goals is essential. Excellent communication and relationship-building skills with both clients and team members are required, along with strong organizational, problem-solving, and decision-making abilities. You must be able to balance people leadership, operational excellence, and client satisfaction in a fast-paced environment with a passion for building high-performing teams and developing future leaders.
