Service Manager

Job not on LinkedIn

🕒 October 20

🇺🇸 United States – Remote

💵 $85k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Darkhorse Tech, Inc.

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2012

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Darkhorse Tech, Inc. is a company specializing in IT solutions tailored specifically for dental practices. With a focus on providing seamless and reliable IT services, they assist dental offices in maintaining HIPAA compliance and integrating technology across multiple practices. Their dedicated team offers rapid response support, ensuring dental professionals can concentrate on patient care rather than IT issues.

📋 Description

• 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

🎯 Requirements

• 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