Service Manager

About the role

Best suited to someone who has already managed managers and enjoys building other leaders rather than fixing tickets personally. Success here means consistent service across every pod and a NOC that runs as part of the service team.

At a glance

What you will do

• Run regular one-to-ones with four technical team leaders and one NOC lead, setting clear expectations and holding people to them
• Track response and resolution times, CSAT, ticket aging and backlog across both groups
• Step in when a lead cannot settle a client issue, then fix the underlying cause
• Keep NOC work such as backup checks, email security and monitoring tied into the service team
• Set service processes, workflows and documentation standards, and enforce them

What they look for

• Experience managing people who themselves manage technicians
• IT service leadership, ideally at a managed service provider
• A record of moving service metrics, with specifics on what changed and what followed
• Familiarity with NOC duties: backup verification, email security, monitoring
• Grounding in HIPAA, security basics and ITIL, plus PSA and RMM tools such as ConnectWise

Nice to have

• Background in dental or healthcare IT
• Knowledge of dental practice management software such as Dentrix, Eaglesoft or Open Dental