Job Description
Job Description
IT Service Manager
Location: Florence, SC (On-site)
Company: HillSouth IT Solutions
About Us:
HillSouth IT Solutions is a trusted managed services provider based in Florence, South Carolina. We specialize in delivering high-quality IT solutions and proactive support to businesses across the region. Our mission is to help clients leverage technology effectively, securely, and efficiently so they can focus on growing their business.
Position Overview:
We are seeking a skilled and motivated IT Service Manager to lead our service desk operations and ensure our clients receive timely, professional, and effective IT support. This role will manage a small team of MSP technicians, coordinate with our projects team, and act as a primary point of contact for client issue resolution.
Key Responsibilities:
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Lead, mentor, and manage a small team of service desk technicians.
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Prioritize, schedule, and oversee daily service tickets and client requests.
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Work directly with clients to address escalated technical issues and maintain strong client relationships.
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Coordinate with the projects team to ensure smooth project handoffs and resource allocation.
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Ensure all client environments are accurately and thoroughly documented.
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Monitor service performance metrics and implement process improvements.
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Maintain a culture of accountability, responsiveness, and customer focus within the service team.
Qualifications:
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Proven experience in IT service management, preferably within a managed services provider environment.
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Strong leadership and team management skills.
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Excellent communication and client relationship abilities.
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Solid understanding of IT systems, networks, and support processes.
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Ability to multitask and thrive in a fast-paced environment.
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Familiarity with PSA and RMM tools (ConnectWise, Autotask, NinjaOne, etc.) is a plus.
Compensation & Benefits:
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Salary: $55,000 – $70,000 (commensurate with experience)
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401(k) with company matching
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Paid Time Off (PTO)
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Company-provided cell phone
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Health insurance coverage
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Opportunities for professional growth and development