IT Service Manager

firstPRO US; Springfield (MA); On-site; USD 90,000 - 135,000; Full time

Job summary

firstPRO US is seeking an experienced Services Manager to lead both Field Services and Service Desk operations. You will oversee day-to-day service delivery, support technical teams, and maintain strong customer relationships to ensure a high-quality end-user experience.

The role requires guiding service improvements, coaching staff, and coordinating onsite staffing. You will collaborate with infrastructure, security, and applications teams to resolve issues and implement IT service management

Qualifications

• 5+ years in IT service management or technical support.
• Experience leading Service Desk and Field Services teams.
• Strong knowledge of ITIL and service metrics.

Responsibilities

• Lead and manage Service Desk and Field Services teams.
• Oversee daily service delivery, ticket management, escalations.
• Establish metrics, SLAs, KPIs, and reporting.
• Coach and develop technical staff.
• Coordinate staffing and resource allocation.
• Collaborate with IT teams to improve service delivery.
• Provide periodic updates to senior leadership.

Skills

IT service management

Leadership / People management

Service Desk & Field Services

Ticketing systems & KPIs

Communication & stakeholder management

Onsite operations coordination

Education

Bachelor's degree in IT or related field

Tools

ITSM platforms

Ticketing systems

Job description

We are seeking an experienced Services Manager to lead and oversee both Field Services and Service Desk operations. This role will be responsible for managing day-to-day service delivery, supporting technical teams, maintaining strong customer relationships, and ensuring a consistent, high-quality end-user experience.

The ideal candidate will have a strong background managing both service desk and field support teams, with the leadership skills necessary to drive operational improvements, team performance, and customer satisfaction.

This position will play an important role as the organization expands its IT support operations and integrates additional users into the supported environment.

Key Responsibilities

• Lead and manage both Service Desk and Field Services teams.
• Oversee daily service delivery, ticket management, escalations, and field support operations.
• Establish and monitor team performance metrics, SLAs, KPIs, and service-level objectives.
• Coach, mentor, and develop technical support personnel.
• Ensure effective prioritization and resolution of incidents, requests, and escalations.
• Partner with leadership and internal stakeholders to identify opportunities to improve IT service delivery.
• Manage escalations and serve as a senior point of contact for complex technical or service-related issues.
• Ensure appropriate staffing, scheduling, and resource allocation across support functions.
• Develop and maintain service delivery processes, procedures, and documentation.
• Monitor customer satisfaction and implement improvements based on feedback.
• Coordinate Field Services activities, including onsite support, hardware deployments, troubleshooting, and other end-user technology needs.
• Collaborate with infrastructure, applications, security, and other IT teams to resolve issues and improve overall service delivery.
• Assist with technology rollouts, migrations, and organizational initiatives.
• Provide regular reporting and operational updates to senior leadership.

Required Qualifications

• 5+ years of experience in IT service management, technical support, or a related field.
• Previous management or leadership experience overseeing IT support teams.
• Experience managing both Service Desk and Field Services functions.
• Strong understanding of IT service management principles and best practices.
• Experience with ticketing systems, SLAs, KPIs, and service desk metrics.
• Strong troubleshooting and escalation-management skills.
• Excellent communication and interpersonal skills.
• Demonstrated ability to coach and develop technical teams.
• Strong organizational and problem-solving abilities.
• Ability to work effectively with both technical and non-technical stakeholders.
• Ability to work onsite the majority of the work week.

Preferred Qualifications

• ITIL certification or equivalent IT service management experience.
• Experience supporting large or distributed user environments.
• Experience with ITSM platforms and service management tools.
• Experience with organizational growth, technology migrations, or large-scale user onboarding.
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.