IT Service Leader: Drive Service Excellence & Client Impact

Initialit; Colorado; On-site; USD 90,000 - 120,000; Full time

Job summary

Initialit in Colorado is seeking an IT Service Manager to oversee our service operations, drive team performance, and deliver an exceptional client experience.

You will lead the Service Desk and technical teams, optimize service delivery, and ensure SLA compliance while guiding operations through strong technical understanding. This role emphasizes leadership over hands-on ticket work and aims to improve client outcomes.

Qualifications

• 5+ years of IT experience
• 2+ years of leadership or management experience
• Strong understanding of Managed IT Services and cloud environments
• Experience with PSA platforms such as ConnectWise, Autotask, HaloPSA

Responsibilities

• Lead and develop Service Desk and technical support teams
• Manage ticket flow, resource allocation, and service delivery performance
• Monitor and improve SLA compliance and customer satisfaction
• Coach, mentor, and hold team members accountable
• Oversee escalations and ensure timely resolution of critical issues
• Identify process improvements and remove operational bottlenecks
• Conduct client service reviews and manage escalated customer concerns
• Collaborate with leadership on staffing, capacity planning, and service strategy

Skills

Leadership

Client Focus

Operational Excellence

Problem Solving

Communication

Tools

ConnectWise

Autotask

HaloPSA

Job description

Initialit in Colorado is seeking an IT Service Manager to oversee our service operations, drive team performance, and deliver an exceptional client experience.

You will lead the Service Desk and technical teams, optimize service delivery, and ensure SLA compliance while guiding operations through strong technical understanding. This role emphasizes leadership over hands-on ticket work and aims to improve client outcomes.