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 per