IT Service Manager
Lead People. Elevate Service. Grow Careers.
Due to continued growth, Charles IT is seeking a Service Manager to lead a high-performing team of Team Leads and deliver an exceptional client experience. This role is ideal for a people-focused leader who is passionate about coaching and developing talent, building future leaders, and creating a service-first culture.
As a key member of the leadership team, you'll oversee daily IT service operations, mentor Team Leads professionals, and ensure every client interaction reflects our commitment to outstanding customer service. Success in this role means developing engaged team members, maintaining operational excellence, and continuously improving service delivery.
What You'll Do
- Lead, coach, and develop a team of IT Team Leads through regular feedback, mentoring, and career development planning.
- Foster a positive, service-first culture focused on accountability, teamwork, team member growth, and customer satisfaction.
- Oversee day-to-day service delivery, ticket management, escalation handling, and team performance.
- Maintain visibility across active client issues and ensure timely resolution while balancing team workload and resources.
- Partner with technical escalation resources to resolve complex issues and critical incidents.
- Ensure clients receive proactive communication and an exceptional support experience.
- Monitor SLA performance and drive continuous improvement initiatives.
- Identify trends, recurring issues, and skill gaps, implementing process improvements and coaching plans as needed.
- Manage resource allocation to support operational efficiency and client needs.
- Partner with leadership on hiring, onboarding, team member development, succession planning, and performance management.
- Conduct regular one-on-one meetings, team meetings, coaching sessions, and performance reviews.
- Support team member engagement, career pathing, certifications, promotions, and professional growth opportunities.
Requirements
- Experience leading or managing an IT support, help desk, service desk, technical support, or managed services (MSP) team.
- Strong understanding of service delivery, ticket management, incident management, and escalation processes.
- Proven ability to coach, mentor, and develop technical professionals.
- Experience working in an SLA-driven environment with measurable service and performance goals.
- Excellent communication and relationship-building skills with both clients and team members.
- Strong organizational, problem-solving, and decision-making abilities.
- Ability to balance people leadership, operational excellence, and client satisfaction in a fast-paced environment.
- Passion for building high-performing teams and developing future leaders.
Benefits
At Charles IT, we believe investing in our people is key to our success. We offer a comprehensive benefits package designed to support your health, financial well-being, as well as personal and professional growth.
Financial Benefits
- 401(k) plan with employer contributions
- Performance-based incentive opportunities
- Discount programs and savings offerings
Time Away From Work
- Time Off (PTO)
- Paid Holidays
- Paid Parental Leave
Health & Wellness
- Comprehensive Medical, Dental, and Vision coverage
- Employer-paid Life Insurance, Short-Term and Long-Term Disability Insurance
- Flexible Spending Accounts (FSA)
- Well-being resources and support programs
Growth & Development
- Professional development and training opportunities
- Personal and career growth programs
- Clear career progression pathways
- Ongoing leadership development and mentorship opportunities
Additional Perks
- Employer-paid dry cleaning service
- Friday team lunches
- Team-building events and company-sponsored activities
- A collaborative, people-first culture focused on learning, growth, and success
- And more
Our Commitment to Inclusion
Charles IT is committed to fostering an inclusive and respectful workplace where everyone can thrive. We are proud to provide equal employment opportunities to all team members and applicants without regard to any protected characteristic. We believe diverse perspectives strengthen our team, enhance innovation, and help us better serve our clients.
The information contained in this job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Additional responsibilities may be assigned as business needs evolve.
Careers - Charles IT
Skills
As published by workable · 10 questions · 1 written answer
Basics
First name, Last name, Email, Headline, Phone, Address, Photo, Education, Experience, Summary, Resume, Cover letter
Short answers (3)
- Tell us why you think you'd be a great add on to Charles IT.
- Were you referred for the role? If so, tell us more.
- What is your desired salary?
Pick from a list (6)
- How did you hear about Charles IT?
- Are you eligible to work in the United States?
- This is an on-site position based in Middletown, CT
- Current, valid US driver's license is required.
- Do you have any limitations that would prevent you from performing the duties of this role as outlined in the job description?
- I certify that answers given herein are true and complete to the best of my knowledge. I understand that clicking the submit button below serves as an e-signature. I authorize investigation of all statements contained in this application for employment as may be necessary in arriving at an employment decision. I hereby understand and acknowledge that, unless otherwise defined by applicable law, any employment relationship with this organization is of an 'at will' nature, which means that the Employee may resign at any time and the Employer may discharge Employee at any time with or without cause. It is further understood that this 'at will' employment relationship may not be changed by any written document or by conduct unless an authorized executive of this organization specifically acknowledges such change in writing. In the event of employment, I understand that false or misleading information given in my application or interview(s) may result in discharge. I understand, also, that I am required to abide by all rules and regulations of the employer.
Written answers (1)
- If Currently Employed: Why are you looking to leave your current position? If Not Currently Employed: What was the reason for leaving your most recent position?