IT Services Manager

Rippling; Richmond (VA); Presencial; USD 110 000 - 140 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

10 days of paid time off (PTO) + Sick

11 paid federal holidays

401(k) with 4% company match

Monthly healthcare stipend

Weekly team lunches and in-office sn**

Stock option grants after year 2

Resumo da oferta

Agency Cybersecurity in Richmond, VA is seeking an IT Services Manager to lead a team of 5–10 junior professionals, ensuring on-time delivery of core business services and high-quality client outcomes in a fast-growing startup.

This hands-on leadership role focuses on people management, coaching, onboarding, performance reviews, and cross-functional collaboration with account management to improve processes, SLAs, and service quality.

Qualificações

• 3+ years of experience managing teams of 5–10 people.
• Experience in a professional services environment (consulting, compliance, or similar).
• Background as a Call Center Manager or Agency Service Delivery Manager is a plus.
• Strong organizational skills and process discipline.
• Excellent written and verbal communication skills.

Responsabilidades

• Directly manage, coach, and support a team of 5–10 junior team members.
• Conduct 1:1s, performance reviews, and goal-setting sessions.
• Support onboarding, training, and professional development.
• Foster accountability, collaboration, and a high-performance culture.
• Own day-to-day execution of assigned business services and workflows.
• Monitor service quality and adherence to processes.
• Identify operational risks and address bottlenecks.
• Document SOPs and drive process improvements.

Conhecimentos

People management

Team leadership

Performance reviews

Operational mindset

Client-focused

Descrição da oferta de emprego

Agency Cybersecurity is fast growing venture-backed startup that provides best-in-class cybersecurity and compliance. Our software and services simplify complex compliance frameworks including SOC2, ISO 27001, HIPAA, and others, empowering businesses to scale securely and confidently. We're backed by top tier investors like Y Combinator and have offices in NYC, Boston, Richmond, and London.

Location : 100% On-Site in our Richmond, VA office

This is a high-responsibility role that typically requires more than 40 hours per week. Our in-office hours are Monday through Friday from 9:00 AM to 6:00 PM.

About the Role:

The IT Services Manager oversees the day-to-day delivery of core business services through a team of junior professionals. This role focuses on people management, operational execution, workflow efficiency, and service quality within a professional services environment.

You will manage a team of over 10 junior team members, ensuring work is completed accurately, on time, and in alignment with internal standards and client expectations. This is a hands-on leadership role requiring strong organizational skills, process discipline, and the ability to coach and develop early-career professionals.

What You’ll Do:

• Directly manage, coach, and support a team of 5–10 junior team members
• Conduct regular 1:1s, performance reviews, and goal-setting sessions
• Support onboarding, training, and professional development of team members
• Foster accountability, collaboration, and a high-performance culture
• Act as the first point of escalation for team-level issues

Service Delivery & Operations

• Own day-to-day execution of assigned business services and workflows
• Ensure work is completed accurately, consistently, and within defined timelines
• Manage workload distribution, capacity planning, and task prioritization
• Monitor service quality and ensure adherence to internal processes and standards
• Identify operational risks and proactively address bottlenecks

Process & Continuous Improvement

• Document and refine standard operating procedures (SOPs)
• Identify opportunities to improve efficiency, quality, and scalability
• Partner with leadership to implement process improvements and tooling changes
• Track operational metrics related to productivity, quality, and turnaround time

Cross-Functional Collaboration

• Work closely with account management, client services, and leadership teams
• Communicate status updates, risks, and resourcing needs clearly and proactively
• Support special projects and operational initiatives as needed

What We’re Looking For:

• 3+ years of experience managing teams of 5–10 people
• Prior experience in a professional services environment (consulting, accounting, compliance, legal services, managed services, or similar)
• Relevant background includes experience as a Call Center Manager for B2B products or as an Agency Service Delivery Manager for marketing, software development, or other agency-driven business services
• Demonstrated ability to manage junior or early-career professionals
• Strong operational mindset with attention to detail and process discipline
• Proven ability to meet deadlines and manage competing priorities
• Excellent written and verbal communication skills
• Comfortable working in a fast-paced, client-focused environment

Preferred Qualifications

• Experience managing workflow-driven or production-style teams
• Exposure to regulated or process-heavy industries
• Experience implementing or improving operational processes
• Familiarity with performance metrics, SLAs, or service delivery KPIs

Not a fit:

• You’re looking for a strict 9-to-5 schedule with minimal flexibility
• You feel uncomfortable in high-pressure or fast-paced environments
• You prefer not to work in a highly professional, client-facing role
• You’re not excited about being part of a high-growth, in-person startup culture
• You’re looking for a role with minimal expectations beyond basic responsibilities

We believe in rewarding hard work with meaningful perks that support your growth, health, and well-being.

• 10 days of paid time off (PTO) + Sick Days
• 11 paid federal holidays
• 401(k) with 4% company match
• Monthly healthcare stipend
• Weekly team lunches and in-office snacks
• Eligible for stock option grants after year 2