Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to.

Position Overview: We are seeking a Service Manager to own the end-to-end operational performance of an assigned POD — including all clients, tech support staff, and service delivery workflows within it. This is a true operational leadership role: the Service Manager sets the standard, builds the playbook, and holds the team accountable to it.

In this leadership role, you will directly manage tech support staff, own service quality metrics, drive continual service improvement (CSI), and operate with a high degree of autonomy. We are looking for someone who arrives with proven MSP best practices and installs them — not someone who waits for direction. This role demands a results-oriented operator: someone who holds the team to timelines, enforces standards without apology, and drives outcomes rather than consensus. We do not want a yes-man — we want someone who will push back when the work is not up to standard and own the result either way.

Organizational Structure:

Harbor IT is organized into Shuttles — vertical groupings aligned to client segment (e.g., Healthcare, Mid Market, Local Business). Each Shuttle contains multiple PODs, which are tightly focused delivery units responsible for a defined client set. The POD is the core operating unit of the business.

The POD Service Manager reports directly to the Shuttle Director, who oversees all PODs within the Shuttle and is accountable for Shuttle-level performance and client retention.

Each POD also includes a POD-CIO (virtual CIO — senior client-facing executive technology partner) and a CSM (Client Success Manager). Neither the POD-CIO nor the CSM report to the POD Service Manager. The POD-CIO owns executive client relationships, strategic IT roadmaps, and net revenue retention; the CSM handles day-to-day client operations and satisfaction. However, the POD Service Manager and POD-CIO are expected to operate in lockstep — aligned daily on client health, escalations, at-risk accounts, and service quality. A breakdown in that partnership will surface immediately in client outcomes.

Responsibilities:

• Own the client service experience: Manage the relationship and service quality for an assigned group of clients.
• Monitor service levels and ensure compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Lead regular client service reviews (monthly/quarterly) to discuss performance metrics, incident trends, improvement opportunities, and upcoming initiatives.
• Manage escalations: Act as the point of contact for critical client issues, coordinating cross-functional teams to resolve incidents quickly and satisfactorily.
• Support onboarding of new clients by coordinating service handover from projects to operational support.
• Work with internal technical teams (Service Desk, Infrastructure, Cloud, Security) to ensure service delivery meets or exceeds client expectations.
• Analyze ticketing and incident trends, identifying and driving remediation of root causes through proactive service improvements.
• Lead internal service improvement initiatives focused on efficiency, quality, and client satisfaction.
• Manage client communications during major incidents, planned maintenance, and other impactful events.
• Directly manage POD tech support staff: own scheduling, workload distribution, capacity planning, and day-to-day performance. Conduct regular 1:1s, performance reviews, and accountability conversations. Have authority to escalate performance issues up to and including termination recommendations.
• Build and maintain service delivery SOPs, escalation playbooks, ticket handling standards, and onboarding documentation for the POD. This role is expected to create operational structure, not inherit it.
• Own PSA hygiene for the POD: enforce ticket quality standards (notes, categorization, resolution documentation), time entry accuracy and timeliness, and correct work type classification. The Service Manager is accountable if the data in the PSA is wrong.
• Maintain accurate client service documentation, including contacts, service guides, escalation paths, and technical environments.
• Contribute to service strategy: Provide feedback and ideas to improve MSP service offerings and delivery methods.
• Own the financial inputs of POD service delivery: drive tech support staff utilization rates, enforce 95%+ time entry accuracy, manage agreement utilization, identify out-of-scope billing opportunities, and ensure contract compliance. This role directly impacts service margin — own it accordingly.
• Assist in risk management: Identify potential operational or contractual risks early and work to mitigate them.

Requirements:

Education and Experience:

• Bachelor's Degree in Information Technology, Business Management, or a related field (or equivalent work experience).
• 5+ years in IT service management, service delivery, or account management, with at least 2 years in a direct people management role, preferably within an MSP environment.
• Strong understanding of ITIL framework and service management principles.
• Demonstrated track record of building and implementing service delivery frameworks, SOPs, or operational playbooks in an MSP environment — not just executing someone else’s.

Technical Skills:

• Working knowledge of managed IT services, including Service Desk, Infrastructure Support, Backup/Disaster Recovery, Cloud Services, and Cybersecurity.
• Familiarity with PSA (Professional Services Automation) and RMM (Remote Monitoring and Management) tools (e.g., ConnectWise, Kaseya, N-Able).
• Ability to interpret technical information and explain it to non-technical stakeholders.
• Strong understanding of SLA management, incident escalation, and problem management processes.

Soft Skills:

• Excellent communication and interpersonal skills, both written and verbal.
• Strong organizational and project management abilities.
• Client-first attitude with a focus on building trust and long-term partnerships.
• Ability to remain calm and focused under pressure.
• Problem-solving mindset with a proactive approach to continuous service improvement.

Leadership qualities, with the ability to motivate and coordinate cross-functional teams; comfortable holding direct reports accountable through clear standards and consistent follow-through.

• High degree of self-direction: identifies problems, builds solutions, and leads implementation without waiting to be told. Brings a point of view and acts on it.

Preferred Certifications:

• ITIL v4 Foundation (required or willingness to obtain within 6 months).
• PMP, CSM, or other project/service management certifications (a plus).
• Technical certifications (CompTIA, Microsoft, AWS) are a bonus, demonstrating technical aptitude.

Service Manager KPIs and Metrics

1. Service Quality Metrics

• 95% of tickets/incidents resolved within SLA timeframes
• 90% of tickets resolved without needing escalation or reopen
• 10% of total tickets that require Tier 2+ or urgent escalation

2. Client Satisfaction Metrics

• Average satisfaction survey rating after tickets or service reviews (target: 95%+ positive)
• Net Promoter Score (NPS) greater than 50
• • Measures client loyalty (ask: "How likely are you to recommend our services?")

3. Operational Efficiency Metrics

• Less than 5% of open tickets older than SLA thresholds (monitor backlog and drive closure)
• 98% of major incidents with a documented RCA within defined time (e.g., 5 business days)
• 6 proactive service improvement actions quarterly

4. Client Retention and Growth Metrics

• Less than 3% of managed clients lost annually
• 20% of clients adding new services (upsells) influenced by Service Manager partnership

5. Internal Leadership and Development Metrics

• 100% of Service Desk team members participating in ongoing training/improvement sessions initiated by Service Manager

6. Operational Accountability Metrics (Added)

• Tech Support Staff utilization rate ≥ 70% — tech support staff billing productive time at or above target weekly
• Time entry and billing accuracy ≥ 95% — correct work type, agreement, and time logged within defined SLA (measured weekly in PSA)
• First contact resolution (FCR) rate ≥ 70% — percentage of tickets resolved on first interaction without escalation or reopen
• Ticket quality score ≥ 90% — tickets reviewed for completeness of notes, correct categorization, and resolution documentation (sampled audit, monthly)

Benefits:

• Competitive salary commensurate with experience
• Comprehensive benefits package including health, dental, and vision insurance.
• 401(k) retirement plan with company match
• Paid time off and holidays
• Professional development opportunities