IT Service Manager

Are you ready for a technical leadership role in a fast-growing, employee-oriented company?

C&W is a team-oriented MSP that prioritizes top-tier technical integration and high-quality, proactive IT support. Our goal is to be a family-oriented, community-oriented, positive environment for our employees so they can execute best-in-class, white-glove IT services for a diverse range of clients and end-user environments. We’re seeking a people-oriented Service Manager to oversee service delivery for our clients and continue mentoring our incredible technical team.

We’ll Provide:

• A team that’s invested - We pride ourselves on technical curiosity and genuine interest in improving client technology
• Fun, professional environment facilitated through daily communication, monthly lunches, and quarterly offsite outings
• Robust benefits package including healthcare, dental, disability, life insurance, and PTO
• Starting salary of 95K, along with profit-sharing program and performance-based bonuses
• Opportunities for continued growth supported by mature processes and sales engine
• Family-first culture that supports work/life balance

What you’ll do:

• Manage the team for daily success, including daily activity, resource allocation, and providing accountability for documentation and SLAs
• Take ownership for client satisfaction for escalated issues, communicating with team members and clients and performing root-cause analysis to ensure resolution
• Mentor employees for success via daily communication, yearly reviews, and continuous technical/professional training
• Build relationships with clients via client meeting participation
• Define and review key KPIs, KB articles, and process documentation
• Track and report metrics for projects and agreements
• Administration of Professional Services Automation tool

Skills you’ll need:

• 3-5 years of experience with small business technical support, including applications, processes, software, and equipment
• PSA administration experience
• Strong positive mentality, strong communication and documentation skills, and enthusiasm for improvement and continued growth
• Sense of ownership for client outcomes and mentoring mindset for team
• Experience with MSP leadership, planning, and KPI’s strongly preferred

Next Steps:

• Quick apply with your resume here

OR

• Get a head start on our application and aptitude testing process here: https://www.ondemandassessment.com/link/index/JB-0SSWGILF5?u=1110981