What are the responsibilities and job description for the Service Manager position at Integrated Technology Group, Inc.?
Position: Service Manager
Location: Madison Heights, VA
Job Type: Full-Time, Exempt
Department: Operations
Who We’re Looking For
Are you a strategic thinker and a problem solver who thrives on delivering exceptional IT service? Do you love leading a team, optimizing efficiency, and making technology work smarter? If so, ITG is looking for you!
Who We’re Looking For:
You’re a confident leader who’s not afraid to take charge and inspire others. You thrive in a fast-paced environment, balancing big-picture strategy with hands-on problem-solving. You get a buzz from automating processes, turning inefficiencies into distant memories, and you’re passionate about mentoring teams to reach their full potential. You bring humor to the daily grind, know when to crack a joke, and when to care for but hold others to a high level of accountability. If you believe work should be both fulfilling and fun, you might just be the Service Manager we need.
What’s in It for You?
- Leadership role in a growing high-performance MSP.
- Opportunity to implement cutting-edge automation & process improvements.
- Work with a team that lives by core values and believes work should be fun and fulfilling.
- Competitive salary, bonuses, and a culture that prioritizes growth & learning.
Key Responsibilities:
- Lead, Manage, and Hold Team Accountable:
- Enforce timekeeping, daily utilization, and productivity metrics.
- Manage service ticket age, lifecycle, and proper escalation procedures.
- Ensure accurate and timely client documentation.
- Own the Service Delivery Process:
- Guarantee a high level of customer satisfaction through efficient and effective IT support.
- Establish and maintain IT service standards that align with ITG’s core values and business goals.
- Triage Service Center Tower for proper resource assignment and SLA
- Optimize Efficiency and Resource Management:
- Identify and implement automation solutions to reduce manual inefficiencies.
- Strategically allocate resources to maximize productivity while minimizing costs.
- Develop and Train Service Team:
- Assess professional development needs and implement training programs.
- Drive team performance through mentorship and knowledge sharing.
- Foster a culture of continuous improvement and technical excellence.
Qualifications & Experience:
- Bachelor’s degree preferred; 5 years of experience in IT support and service management.
- Proven leadership experience in a Managed Service Provider (MSP) environment.
- Strong understanding of IT service operations, automation, and process improvement.
- Experience with IT service management tools (e.g., ConnectWise, Autotask, IT Glue).
- Industry certifications (ITIL, Microsoft, CompTIA) are a plus.
Key Competencies:
- Strong leadership and team-building skills.
- Ability to analyze service metrics and drive continuous improvement.
- Excellent problem-solving and decision-making abilities.
- Strong customer service orientation and communication skills.
Why ITG?
At ITG, our work is our calling, and we thrive in an environment where we love working together, care for one another, and continuously strive for excellence. We are an EOS-driven, high-performance company, and we are looking for a Service Manager who embodies these values and is ready to take our service team to the next level.
What We Offer
- A competitive base salary (commensurate with experience).
- 100% employer-paid health shared plan (because your well-being matters).
- 401(k) with company match (future you will thank you).
- Health Savings Account (HSA) with company match.
- Flexible work hours and PTO.
- Company-provided cellphone (so you don’t have to mix work and personal calls).
- A structured onboarding and training program with resources to get you up to speed fast.
Job Types: Full-time, Part-time
Pay: $50,000.00 - $85,000.00 per year
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Tuition reimbursement
Shift:
- 8 hour shift
Work Days:
- Weekends as needed
Work Location: In person
Salary : $50,000 - $85,000
