What are the responsibilities and job description for the Service Manager position at Makios Technology?
The Service Manager is responsible for the overall management and operational effectiveness of the Technical Services team within our MSP. This individual ensures all services are delivered to clients with a high level of efficiency, professionalism, and consistency. They oversee all phases of the service lifecycle, including launch, support, improvement, and retirement, while ensuring compliance with ITIL processes and organizational policies.
What You'll Do:
Position Responsibilities:
1. Team and Service Desk Management
- Delegate and direct service tasks; monitor ongoing activities and ensure service team objectives are met.
- Set up, maintain, and improve service desk operations and performance.
- Audit and ensure quality of work and customer service standards.
- Provide leadership, training, and mentorship to service desk and technical support teams.
- Coordinate interfaces between service management and ITIL processes (Incident, Problem, Change, etc.).
2. Client Relationship & Support
- Act as the single point of contact (SPOC) for client escalations and communications.
- Resolve client complaints and incidents with speed and professionalism.
- Develop long-term relationships with clients and vendors.
- Conduct regular service reviews and provide performance reports.
3. Operations & Administration
- Manage budgets, and expenditure plans.
- Maintain updated and accurate service documentation
- Coordinate DR exercises and monitor recovery efforts.
- Support the Business Continuity Plan (BCP) and IT Service Continuity (ITSC) plans.
4. Process Improvement & Governance
- Drive service improvement initiatives and process optimization.
- Maintain and manage entries in the ServiceNow CMDB and Service Catalog.
- Prioritize and approve change requests; maintain list of change approvers.
- Review incident reports and trend data to identify recurring issues and root causes.
- Approve and maintain knowledge base articles.
5. Project Management & Transition
- Manage onboarding of new services including production readiness.
- Oversee smooth transition of applications from development to maintenance.
- Coordinate with vendors and internal teams to ensure seamless delivery.
6. Compliance, Standards, and Vendor Management
- Ensure adherence to ITIL, compliance standards, and information security policies.
- Maintain vendor relationships and escalate contract or delivery issues when needed.
7. Tools, Systems, and Technical Oversight
- Maintain familiarity with current and emerging IT equipment, systems, and service delivery trends.
- Monitor system availability and lead timely remediation efforts.
- Administer and optimize usage of AutoTask and other ITSM tools.
Key Competencies:
- Strategic and operational thinking
- Analytical and data-driven decision-making
- Effective time management and prioritization
- Service-oriented mindset and ability to drive continual improvement
What You'll Need
General Required Skills
- Demonstrate professionalism and clear, confident communication with clients and internal teams.
- Client-focused with strong interpersonal skills and a service-first mindset.
- Proven leadership and team collaboration skills, with the ability to motivate and guide technicians.
- Self-driven and capable of managing priorities independently while aligning with company procedures.
- Excellent time management, planning, and organizational skills in a dynamic environment.
- High attention to detail with strong documentation and process adherence.
- Advanced analytical and troubleshooting capabilities, especially in escalated or complex scenarios.
- Thrives in a fast-paced, service-oriented MSP setting.
- Technical proficiency in IT systems, infrastructure, and service desk tools (e.g., RMM, PSA platforms).
- Accuracy and efficiency in data entry, ticket handling, and performance reporting.
- This is a full-time, exempt position.
- May require occasional evening or weekend work for major incident response or project go-lives
- You will routinely use standard office equipment such as computers, phones, and photocopiers.
- This position is based on-site at our El Paso, TX office. Some travel may be required for client site visits.
Required Skills and Qualifications:
- Bachelor’s degree in information technology, Computer Science, or a related field preferred.
- Minimum 5-10 years’ experience in IT Service Management or similar role within an MSP or enterprise environment.
- Strong understanding of ITIL Principles and experience with AutoTask or other ITSM platforms or MSP Software.
- Demonstrated ability to lead technical teams and manage cross-functional projects.
- Exceptional communication, leadership, problem-solving, and customer service skills.
- High attention to detail, organizational skills, and ability to work under pressure.
- Understanding of Cloud, SaaS, PaaS delivery models.
- PMP, ITIL, or equivalent certifications preferred.
- Proven experience in a service delivery or technical management role within an MSP environment.
- Familiarity with service management frameworks and best practices (e.g., SLAs, KPIs, ticket escalation procedures).
- Demonstrated leadership abilities with excellent communication and team coordination skills.
- Proficiency with PSA and RMM tools (e.g., ConnectWise, Autotask, Kaseya) and other technical platforms.
- Strong critical thinking, issue resolution, and client relationship management skills.
- Hands-on role requiring direct involvement in day-to-day operations—and actively working alongside the team to drive results.
- Minimum of 3 years of recent experience as a Service Manager or in a similar role required.
Additional Job Info:
- Schedule: Monday–Friday, 8A-5P MT
- Location: On-site at El Paso, TX office
- Travel: Occasional local travel to client sites (if needed)
- Start Date: ASAP (we’re ready when you are)
- Pay: Competitive, based on experience
Why You'll Love Working Here
Some of the Perks & Benefits
- Health Insurance
- Health Savings Account (HSA)
- Generous PTO Policy
- 401(k) with Company Match
- Annual Staff Appreciation Party and Annual Holiday Celebrations
- Performance Based Incentive Program
- Career Growth and Development Opportunities
- Amazing and Unlimited Cappuccinos, Flat Whites, Hot Chocolates and Lattes
The Fine Print
Makios Technology is an Equal Opportunity Employer
The job description is not an exhaustive statement of all the duties, responsibilities, or qualifications of the job, nor is it intended to limit opportunities.
