Service Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and mentor four Technical Team Leaders along with one NOC Team Lead through regular one-on-one meetings, setting clear expectations, and ensuring accountability.

• Take responsibility for service KPIs within the Service and NOC teams, encompassing response times, resolution times, CSAT, ticket aging, and backlog management.

• Standardize service experiences for both clients and technicians across various teams.

• Supervise NOC operations, which include backup verification, email security, vendor coordination, practice management software updates, and proactive monitoring.

• Act as the escalation point for unresolved client issues and work to identify and resolve their root causes.

• Manage service delivery for significant DSO accounts and multi-location groups, focusing on escalation, SLA performance, and consistency.

• Analyze escalation trends and resolution quality to tackle the underlying issues.

• Develop and enforce service processes, workflows, and standards for documentation.

• Collaborate with the People and Culture team on aspects such as hiring, onboarding, performance reviews, and employee retention.

• Participate in quarterly ROCKs on the Service Traction Leadership Team.

• Report directly to the VP of Operations.

⛳️ Requirements

• Proven experience in managing managers, particularly those overseeing technicians.

• Leadership experience in IT services, preferably within a Managed Service Provider (MSP) environment.

• Demonstrated history of enhancing service KPIs and articulating the changes and their impacts.

• Familiarity with NOC functions, including backup verification, email security, and monitoring tasks.

• Experience managing multi-location or enterprise accounts.

• Strong coaching instincts and a talent for developing team members.

• Analytical mindset and a process-oriented approach.

• Solid understanding of HIPAA regulations, cybersecurity fundamentals, and ITIL best practices.

• Experience with PSA and RMM tools; ConnectWise is preferred.

• Background in dental or healthcare IT is a plus.

• Knowledge of Dentrix, Eaglesoft, or Open Dental is advantageous.

• Experience in integrating a NOC function with a reactive service desk is desirable.

• Familiarity with EOS or Traction methodologies is a nice-to-have.

• Availability for standard Eastern business hours, as well as coordination for Saturday and after-hours coverage.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and growth.

• Comprehensive health benefits package.

• Flexible work environment and supportive team culture.