Service Manager

Vaga não está no LinkedIn

🕒 Outubro 20

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $85.000 - $115.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

👻 Score fantasma 1%

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• Aberta há 22 dias.
• As vagas desta empresa costumam ser preenchidas em 21 dias.

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Darkhorse Tech, Inc.

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2012

🏥 Saúde

💼 Consultoria

📦 Logística

Healthcare • Consulting • Logistics

A Darkhorse Tech, Inc. é uma empresa especializada em soluções de TI especificamente desenvolvidas para práticas odontológicas. Com foco em fornecer serviços de TI contínuos e confiáveis, eles auxiliam consultórios odontológicos na manutenção da conformidade com a HIPAA e na integração de tecnologia em várias práticas. Sua equipe dedicada oferece suporte de resposta rápida, garantindo que os profissionais odontológicos possam se concentrar no atendimento ao paciente ao invés de questões de TI.

Descrição

• 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 and NOC organizations, including response time, resolution time, CSAT, ticket aging, and backlog • Standardize client and technician service experiences across teams • Oversee NOC operations, including backup verification, email security, vendor coordination, practice management software updates, and proactive monitoring • Serve as escalation point for unresolved client issues and address the underlying causes • Own service delivery for large DSO accounts and multi-location groups, including escalation, SLA performance, and consistency • Review escalation patterns and resolution quality and address root causes • 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 • Report to the VP of Operations

🎯 Requisitos

• Real experience managing managers, specifically people who manage technicians • IT service leadership experience, ideally at an MSP • Track record of improving service KPIs and explaining 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 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) • Availability for standard Eastern business hours and coordination of Saturday and after-hours coverage

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