Service Manager

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

📋 Description

• Lead and nurture four Technical Team Leaders and one NOC Team Lead through regular one-on-ones, setting clear expectations, and ensuring accountability.

• Take ownership of service KPIs across the Service Team and NOC, which includes response time, resolution time, CSAT, ticket aging, and backlog management.

• Guarantee uniform client experiences and service standards across various teams.

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

• Act as the escalation point for issues that Team Leaders cannot resolve, addressing root causes effectively.

• Manage service delivery for the largest DSO accounts and multi-location groups, including handling escalations, SLA performance, and ensuring consistency at scale.

• Analyze escalation trends and assess the quality of resolutions.

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

• Collaborate with People and Culture on hiring, onboarding, performance management, and employee retention.

• Carry quarterly ROCKs as part of the Service Traction Leadership Team.

⛳️ Requirements

• Proven experience in managing managers, particularly individuals who supervise technicians.

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

• Demonstrated success in improving service KPIs, with the ability to articulate changes and their impacts.

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

• Background in managing multi-location or enterprise accounts.

• A natural coaching instinct and capability to foster personal development in others.

• An analytical mindset with a process-oriented approach.

• Strong understanding of HIPAA, cybersecurity fundamentals, and ITIL principles.

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

• A background in dental or healthcare IT is a plus.

• Knowledge of dental practice management software such as Dentrix, Eaglesoft, or Open Dental is desirable.

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

• Familiarity with EOS or Traction methodologies is a plus.

🏝️ Benefits

• Opportunities for professional growth and development.

• Collaborative and innovative work environment.

• Competitive salary and benefits package.

• Flexible working arrangements.