Regional IT Service Manager - Service Delivery Lead

TechnologyLab, LLC; Nashville (TN); On-site; USD 90,000 - 130,000; Full time

Job summary

Technology Lab, LLC is seeking an IT Service Department Manager in Nashville, TN, to lead the service delivery organization across regions and provide hands‑on leadership to regional Help Desk Supervisors and their technician pods. This role owns consistency, quality, and accountability across the full service desk operation — ensuring on‑time ticket closures and a gold‑standard experience for clients.

Reporting to the VP of Service, you will shape the department’s Scorecard, coordinate with NOC

Qualifications

• 5+ years in IT managed services or service desk with people management.
• 2+ years managing managers or multi-team leadership.
• Hands-on with a PSA/ticketing platform; Halo PSA is a plus.
• Ability to implement SOPs and drive process discipline.
• Strong written and verbal communication; able to de-escalate with clients.
• Knowledge of networking, Microsoft/Google environments, and backup/DR concepts.

Responsibilities

• Lead Help Desk Supervisors and regional technician pods.
• Standardize ticket handling and SLA targets across regions.
• Monitor queues, balance workload, and manage escalations.
• Own escalation path for high-severity incidents and after-hours.
• Collaborate with NOC on monitoring standards.
• Maintain department scorecard and weekly reporting.
• Plan staffing and on-call coverage across regions.

Skills

People management

Multi-team leadership

SLA data analysis

SOP development

Strong communication

Networking basics

Tools

Halo PSA

Strety

Meraki Dashboard

Datto

Guardz

Dark Web ID

WorkSight

Webex

1Password

Expensify

Field Nation

Job description

Technology Lab, LLC is seeking an IT Service Department Manager in Nashville, TN, to lead the service delivery organization across regions and provide hands‑on leadership to regional Help Desk Supervisors and their technician pods. This role owns consistency, quality, and accountability across the full service desk operation — ensuring on‑time ticket closures and a gold‑standard experience for clients.

Reporting to the VP of Service, you will shape the department’s Scorecard, coordinate with NOC