IT Service Manager

2 weeks ago

Weare, United States Summit IT Services Full time

Are you ready for a technical leadership role in a fast-growing, employee-oriented company?

Summit IT is a tight-knit MSP that prioritizes top-tier technical integration and high-quality, proactive IT support. Our goal is to be a family-oriented, community-oriented, positive environment for our employees so they can execute best-in-class, white-glove IT services for a diverse range of clients and end-user environments. We’re seeking a people-oriented Service Manager to oversee service delivery for our clients and continue mentoring our technical team.


We’ll Provide:

  • Fun, professional environment facilitated through daily communication, monthly lunches, and quarterly offsite outings
  • Robust benefits package including healthcare, dental, disability, life insurance, and PTO
  • Starting salary of 85K, along with profit-sharing program and performance-based bonuses
  • Opportunities for continued growth supported by mature processes and sales engine
  • Family-first culture that supports work/life balance


What you’ll do:

  • Manage the team for daily success, including daily activity, resource allocation, and providing accountability for documentation and SLAs
  • Take ownership for client satisfaction for escalated issues, communicating with team members and clients and performing root-cause analysis to ensure resolution
  • Mentor employees for success via daily communication, yearly reviews, and continuous technical/professional training
  • Build relationships with clients via client meeting participation
  • Define and review key KPIs, KB articles, and process documentation
  • Track and report metrics for projects and agreements
  • Administration of Professional Services Automation tool (ConnectWise Manage)


Skills you’ll need:

  • 3-5 years of experience with small business technical support, including applications, processes, software, and equipment
  • Connectwise administration experience
  • Strong positive mentality, strong communication and documentation skills, and enthusiasm for improvement and continued growth
  • Sense of ownership for client outcomes and mentoring mindset for team
  • Experience with MSP leadership, planning, and KPI’s strongly preferred


Next Steps:

  • Quick apply with your resume here
  • Get a head start on our application and aptitude testing process here:

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