Service Manager (Fully Remote)

Darkhorse Tech; United States; Remote; USD 120.000 - 180.000; Vollzeit

Zusammenfassung

Darkhorse Tech, a US-based managed IT services provider focused on dental IT with 100+ staff, is seeking a senior operations leader to manage five team leaders and 52 technicians across Service and NOC. You will drive performance and align service delivery with HIPAA, ITIL standards.

The role emphasizes KPI ownership (response time, resolution time, CSAT, ticket aging, backlog) and improving customer outcomes across dental practices.

Qualifikationen

• Experience managing managers, ideally at an MSP.
• Track record moving service KPIs. NOC, HIPAA, ITIL knowledge.

Aufgaben

• Manage five team leaders who carry 52 technicians across Service and NOC.
• Own KPIs: response time, resolution time, CSAT, ticket aging, and backlog.

Kenntnisse

People management

MSP experience

NOC knowledge

HIPAA knowledge

ITIL knowledge

KPI ownership

Jobbeschreibung

• Manage five team leaders who carry 52 technicians across Service and NOC.
• Own KPIs: response time, resolution time, CSAT, ticket aging, and backlog.

Requirements:

• Experience managing managers, ideally at an MSP.
• Track record moving service KPIs. NOC, HIPAA, ITIL knowledge.

About Darkhorse:

• 100+ person team focused on one industry.

Darkhorse Tech

Darkhorse Tech is a managed IT services provider built for dental, supporting 1,500+ practices with IT support, cybersecurity, and HIPAA compliance. We are 100+ people focused on one industry, becoming experts in dental IT.