Service Manager
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Job Description
Service Manager leading IT service delivery, NOC operations, and team leaders for Darkhorse Tech, a managed IT provider serving dental practices. Improving KPIs, escalations, and consistency across enterprise dental accounts.
Responsibilities:
- Manage and develop four Technical Team Leaders and one NOC Team Lead through one-on-ones, clear expectations, and accountability
- Own service KPIs across the Service Team and NOC, including response time, resolution time, CSAT, ticket aging, and backlog
- Ensure consistent client experiences and service standards across teams
- Oversee NOC operations, including backup verification, email security, vendor coordination, practice management software updates, and proactive monitoring
- Serve as escalation point for issues Team Leaders cannot resolve and address root causes
- Own service delivery for largest DSO accounts and multi-location groups, including escalations, SLA performance, and consistency at scale
- Review escalation patterns and resolution quality
- Establish and enforce service processes, workflows, and documentation standards
- Partner with People and Culture on hiring, onboarding, performance, and retention
- Carry quarterly ROCKs on the Service Traction Leadership Team
Requirements:
- Real experience managing managers, specifically people who manage technicians
- IT service leadership experience, ideally at an MSP
- Track record of moving service KPIs and ability to explain changes and outcomes
- Comfort with NOC functions, including backup verification, email security, and monitoring
- Experience with multi-location or enterprise accounts
- Coaching instinct and ability to develop people
- Analytical and process-driven approach
- Solid grounding in HIPAA, cybersecurity fundamentals, and ITIL principles
- PSA and RMM experience; ConnectWise preferred
- Dental or healthcare IT background (nice to have)
- Familiarity with dental practice management software such as Dentrix, Eaglesoft, or Open Dental (nice to have)
- Experience integrating a NOC function with a reactive service desk (nice to have)
- EOS or Traction experience (nice to have)
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