IT Service Manager

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

Job Description

Job Description

Join Our IT Service Leadership Team – Where Technology Meets Exceptional Customer Service!

Are you an experienced IT professional who enjoys leading teams, improving service delivery, and building outstanding client relationships? We are seeking an IT Service Manager to oversee our service operations, drive team performance, and ensure an exceptional client experience.

Important Role Clarification (Read Carefully)

This role requires a strong technical foundation and service management expertise, but it is NOT a hands-on technical support position.

• You will NOT be responsible for resolving tickets or performing day-to-day technical work
• You WILL leverage your technical knowledge to guide teams, manage operations, and drive service excellence
• You are responsible for team performance, client satisfaction, process improvement, and operational results

The best candidates are former technical professionals who enjoy leading the work rather than doing the work.

What You'll Do

You will serve as the leader of our service organization, ensuring teams deliver consistent, high-quality support while meeting business and client objectives.

Key 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

Critical Requirement: Leadership Through Technical Understanding

Candidates must be able to:

Understand technical challenges, evaluate business impact, support team decision-making, and drive successful outcomes without personally performing the technical work.

Required Qualifications

5+ years of IT experience (Help Desk, Systems Administration, Engineering, MSP, etc.)

2+ years of leadership or management experience

Strong understanding of:

• Managed IT Services
• Microsoft 365 and cloud environments
• Networking and infrastructure fundamentals
• Service delivery, escalations, and resource management

Experience with PSA platforms such as ConnectWise, Autotask, HaloPSA, or similar.

Preferred Experience

• MSP leadership experience
• Service Manager, Service Desk Manager, or Operations Manager experience
• ITIL knowledge or certification
• Experience managing SLA-driven environments

Core Competencies

• Leadership: Develop and inspire high-performing teams
• Client Focus: Deliver exceptional customer experiences
• Operational Excellence: Drive efficiency and accountability
• Problem Solving: Make sound decisions under pressure
• Communication: Clear, professional, and effective at all levels

What Success Looks Like

• Teams consistently meet or exceed SLA goals
• Client satisfaction remains high
• Escalations decrease and service quality improves
• Staff engagement, accountability, and performance increase
• Service operations scale efficiently and predictably

Why This Role Is Unique

This role is ideal for a technical professional who:

• No longer wants to work service tickets all day
• Enjoys leading people and improving operations
• Thrives on accountability, strategy, and service excellence
• Wants to make a lasting impact on clients, employees, and business outcomes

If you thrive in a role where