Service Manager

Company Description

At Rudick Innovation & Technology, we are passionate about delivering cutting-edge IT solutions to the AEC industry, ensuring business continuity, cybersecurity, and operational efficiency. We foster a collaborative and growth-oriented environment where team members have the opportunity to enhance their skills, lead impactful projects, and contribute to the success of our clients.

If you are a proactive, results-driven leader, we invite you to apply and join our team!

General Summary

The Service Manager is responsible for overseeing and managing the service delivery team, ensuring smooth daily operations, and providing high-quality IT support to clients in line with service level agreements (SLAs). This role involves managing the dispatch process, handling escalations, and ensuring a seamless client experience.

The Service Manager plays a pivotal role in refining company best practices, optimizing service efficiency, and driving continuous improvement within the team.

This position requires a high level of independence, strong leadership abilities, and a client-focused approach. The ideal candidate will be well-organized, adept at multi-tasking, and capable of balancing technical oversight with strategic planning. Timely and accurate documentation of client work, service calls, and timesheets is essential.

Key Responsibilities

Service Delivery Management:

• Oversee the daily operations of the service delivery team, ensuring timely response to client needs.
• Manage service scheduling, dispatching, and escalations to maintain SLA commitments.
• Monitor Datto RMM and Autotask PSA to ensure accurate reporting and operational efficiency.
• Identify trends in service requests and develop proactive strategies to improve service quality.
• Maintain process documentation to ensure consistency in service delivery.

Client & Technical Support Oversight:

• Serve as the escalation point for technical issues that require specialized expertise.
• Ensure client satisfaction by maintaining a proactive and client-first approach in service delivery.
• Work closely with technical teams to troubleshoot complex IT issues and provide solutions.
• Lead problem investigations and resolution efforts to minimize downtime for clients.
• Maintain vendor relationships and oversee third-party service coordination.

Leadership & Team Development:

• Mentor and develop technical support engineers, assisting with career growth and skill enhancement.
• Foster a collaborative and high-performance work environment within the service delivery team.
• Conduct regular team meetings to discuss KPIs, performance metrics, and service improvements.

Business & Process Optimization:

• Provide reports and service metrics to senior management, outlining project status, budgets, and SLAs.
• Develop and refine ITSM best practices to enhance operational efficiency.
• Drive continuous improvement initiatives to optimize service processes and delivery.

Compliance & Security Management:

• Ensure adherence to industry best practices, cybersecurity standards, and regulatory compliance.
• Support security initiatives such as MFA enforcement, endpoint security, and vulnerability management.

Qualifications & Skills

Technical & Management Expertise:

• Experience in IT service delivery management within an MSP or SMB IT environment.
• Strong knowledge of IT applications, infrastructure, and cloud-based solutions (Microsoft 365, Azure, networking, security).
• Familiarity with RMM, PSA, and ITSM platforms such as Datto RMM, Autotask PSA, ConnectWise, or N-able.
• Ability to analyze service trends, identify process gaps, and implement efficiency improvements.
• Proficiency in client relationship management, team leadership, and service escalation handling.

Soft Skills & Leadership:

• Strong problem-solving, decision-making, and organizational skills.
• Ability to multi-task and work effectively in a fast-paced, dynamic environment.
• Excellent written and verbal communication skills for client interactions and team collaboration.
• Strategic mindset, capable of planning 6-12 months ahead to align service operations with company goals.

Preferred Certifications:

Microsoft Certified:

• Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-102)
• Microsoft Certified: Azure Administrator Associate (AZ-104)

Cybersecurity & Network Certifications:

• CompTIA Security (Cybersecurity best practices)
• Cisco Meraki Solutions Specialist

IT Service Management & RMM Tools:

• ITIL 4 Foundation Certification
• Datto Certified Advanced Technician

Perks:

• Cell phone allowance ($75/mo.)
• Mileage reimbursement for client travel (federal rate)
• Continuing education reimbursement (passed certification exams and study materials up to $100)

Other Requirements:

• Willingness to work on-call, overtime, holidays, and weekends as needed by client needs.
• Strong commitment to client satisfaction and continuous service improvement.