IT Service Manager

Charles IT; City of Middletown (NY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(k) plan

Incentives

Fridays team lunches

Team-building events

Culture of learning

Job summary

Charles IT is seeking a Service Manager to lead a high-performing IT Team Leads group and deliver an exceptional client experience. This role focuses on coaching, developing talent, and creating a service-first culture while overseeing daily IT service operations.

You will mentor Team Leads, manage escalations, optimize ticket workflows, and ensure outstanding service delivery with a strong emphasis on client satisfaction and operational excellence.

Qualifications

• Experience leading or managing an IT support, help desk, service desk, technical support, or MSP team.
• Proven ability to coach, mentor, and develop technical professionals.
• Experience in an SLA-driven environment with measurable service and performance goals.
• Excellent communication and relationship-building skills with clients and team members.

Responsibilities

• Lead, coach, and develop a team of IT Team Leads through feedback, mentoring, and career development planning.
• Oversee day-to-day service delivery, ticket management, escalation handling, and team performance.
• Maintain visibility across active client issues and ensure timely resolution while balancing workload.
• Partner with escalation resources to resolve complex issues and critical incidents.
• Monitor SLA performance and drive continuous improvement initiatives.
• Identify trends and skill gaps; implement process improvements and coaching plans.

Skills

Team leadership

Coaching

Client-focused

Communication

Problem solving

Organizational

Decision making

People development

Job description

Lead People. Elevate Service. Grow Careers.

Due to continued growth, Charles IT is seeking a Service Manager to lead a high-performing team of Team Leads and deliver an exceptional client experience. This role is ideal for a people-focused leader who is passionate about coaching and developing talent, building future leaders, and creating a service-first culture.

As a key member of the leadership team, you'll oversee daily IT service operations, mentor Team Leads professionals, and ensure every client interaction reflects our commitment to outstanding customer service. Success in this role means developing engaged team members, maintaining operational excellence, and continuously improving service delivery.

What You'll Do

• Lead, coach, and develop a team of IT Team Leads through regular feedback, mentoring, and career development planning.
• Foster a positive, service-first culture focused on accountability, teamwork, team member growth, and customer satisfaction.
• Oversee day-to-day service delivery, ticket management, escalation handling, and team performance.
• Maintain visibility across active client issues and ensure timely resolution while balancing team workload and resources.
• Partner with technical escalation resources to resolve complex issues and critical incidents.
• Ensure clients receive proactive communication and an exceptional support experience.
• Monitor SLA performance and drive continuous improvement initiatives.
• Identify trends, recurring issues, and skill gaps, implementing process improvements and coaching plans as needed.
• Manage resource allocation to support operational efficiency and client needs.
• Partner with leadership on hiring, onboarding, team member development, succession planning, and performance management.
• Conduct regular one-on-one meetings, team meetings, coaching sessions, and performance reviews.
• Support team member engagement, career pathing, certifications, promotions, and professional growth opportunities.

• Experience leading or managing an IT support, help desk, service desk, technical support, or managed services (MSP) team.
• Strong understanding of service delivery, ticket management, incident management, and escalation processes.
• Proven ability to coach, mentor, and develop technical professionals.
• Experience working in an SLA-driven environment with measurable service and performance goals.
• Excellent communication and relationship-building skills with both clients and team members.
• Strong organizational, problem-solving, and decision-making abilities.
• Ability to balance people leadership, operational excellence, and client satisfaction in a fast-paced environment.
• Passion for building high-performing teams and developing future leaders.

At Charles IT, we believe investing in our people is key to our success. We offer a comprehensive benefits package designed to support your health, financial well-being, as well as personal and professional growth.

Financial Benefits

• 401(k) plan with employer contributions
• Performance-based incentive opportunities
• Discount programs and savings offerings

Time Away From Work

• Time Off (PTO)
• Paid Holidays
• Paid Parental Leave

Health & Wellness

• Comprehensive Medical, Dental, and Vision coverage
• Employer-paid Life Insurance, Short-Term and Long-Term Disability Insurance
• Flexible Spending Accounts (FSA)
• Well-being resources and support programs

Growth & Development

• Professional development and training opportunities
• Personal and career growth programs
• Clear career progression pathways
• Ongoing leadership development and mentorship opportunities

Additional Perks

• Employer-paid dry cleaning service
• Friday team lunches
• Team-building events and company-sponsored activities
• A collaborative, people-first culture focused on learning, growth, and success
• And more

Our Commitment to Inclusion

Charles IT is committed to fostering an inclusive and respectful workplace where everyone can thrive. We are proud to provide equal employment opportunities to all team members and applicants without regard to any protected characteristic. We believe diverse perspectives strengthen our team, enhance innovation, and help us better serve our clients.

The information contained in this job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Additional responsibilities may be assigned as business needs evolve.

Careers - Charles IT