Service Support Manager

HR Soul; Orlando (FL); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health coverage

Retirement benefits

Paid time off

Employee programs

Job summary

HR Soul is seeking a hands-on Support Manager to lead a small service and support team. You will oversee intake, scheduling, and resolution of requests, provide coaching, and ensure timely client follow‑up and satisfaction.

You’ll collaborate with project management, installation, purchasing, accounting, and other internal teams to maintain a consistent client experience and drive service improvements.

Qualifications

• Experience supervising or leading employees in a service, support, coordination, or operations setting.
• Experience managing multiple active service requests, work orders, tickets, or small projects.
• Familiarity with ticketing, CRM, ERP, or PSA systems.
• Strong organizational skills and adaptability when priorities change.
• Able to address client concerns professionally and with urgency.

Responsibilities

• Supervise and develop a small team responsible for coordinating and completing service requests.
• Set clear expectations, provide feedback, and hold team members accountable for performance.
• Monitor and schedule incoming support requests to meet response times.
• Escalate and resolve client concerns, coordinating with internal teams as needed.
• Keep clients informed throughout the service process and confirm satisfaction after delivery.
• Track renewals and opportunities for service improvements and system upgrades.
• Review time entries and service records for accuracy and reporting.

Skills

Leadership

Customer service

Project coordination

Communication

Time management

Problem solving

Tools

Ticketing systems

CRM

ERP

PSA

Job description

About the Opportunity

We are partnering with a growing technology systems organization seeking a hands‑on Support Manager to oversee the daily work of a small service and support team.

This role is responsible for keeping support requests moving—from initial intake and scheduling through resolution and client follow‑up. The Support Manager will supervise and develop team members, monitor open service requests, coordinate small projects, address client concerns, and help ensure service agreements are renewed and fulfilled appropriately.

This is a strong opportunity for someone who enjoys leading a team while remaining closely involved in the details of day‑to‑day support operations.

Key Responsibilities

• Supervise, support, and develop a small team responsible for coordinating and completing service requests.
• Set clear expectations, provide regular feedback, and hold team members accountable for performance and follow‑through.
• Monitor incoming and open support requests to ensure they are assigned, scheduled, and completed within established response times.
• Review the support dashboard regularly to identify overdue requests, scheduling conflicts, recurring problems, and other service needs.
• Serve as the first point of escalation for client concerns and work directly with clients and team members to resolve issues.
• Keep clients informed throughout the service process and follow up after completion to confirm satisfaction.
• Identify recurring service issues and work with the appropriate internal teams to address their root causes.
• Coordinate small, quick‑turn projects, ensuring they are properly scoped, scheduled, completed, and closed out.
• Balance team resources across ongoing support needs and small projects.
• Track service agreement renewals and ensure agreements are renewed and fulfilled on time.
• Identify potential service, maintenance, or system‑upgrade opportunities and document them in the company’s business system.
• Review team time entries, expenses, service records, and related documentation for accuracy.
• Participate in regular operations meetings and provide timely updates on team performance, service activity, and key metrics.
• Partner with project management, installation, purchasing, accounting, and other internal teams to support a consistent client experience.

Qualifications

• At least two years of experience in technology systems integration, audiovisual or low‑voltage systems, IT services, construction services, or a related environment.
• Previous experience supervising or leading employees in a service, support, coordination, or operations setting.
• Experience managing multiple active service requests, work orders, tickets, or small projects at the same time.
• Comfortable working in ticketing, CRM, ERP, PSA, or similar business systems.
• Strong organizational skills and the ability to keep work moving when priorities change.
• Able to address client concerns calmly, professionally, and with appropriate urgency.
• Comfortable holding team members accountable while also providing coaching and support.
• Strong written and verbal communication skills.
• Detail‑oriented, dependable, and committed to following established processes.
• Customer‑focused approach with strong follow‑through.

Success in This Role

• Support requests are assigned, scheduled, and resolved on time.
• Clients receive consistent communication and appropriate follow‑up.
• Team members understand expectations and receive regular coaching and feedback.
• Recurring service issues are identified and reduced.
• Small projects are completed within scope and properly closed out.
• Service agreement renewals are tracked and processed on time.
• Operational records and performance metrics remain accurate and current.
• Most day‑to‑day service concerns are resolved within the support team, with larger risks escalated appropriately.

What You’ll Find

• A hands‑on leadership role within a growing organization.
• A collaborative, team‑oriented work environment.
• Opportunities for continued professional development and career growth.
• A comprehensive benefits package, including health coverage, retirement benefits, paid time off, and additional employee programs.
• Performance‑based incentives and opportunities to share in the organization’s success.