Note: The job is a remote job and is open to candidates in USA. Darkhorse Tech, Inc. is a managed IT services provider supporting dental practices with IT support, cybersecurity, HIPAA compliance, cloud hosting, and email security. The Service Manager will lead service delivery across the Service Team and NOC by managing five team leaders, improving service KPIs, overseeing NOC operations, handling escalations, and standardizing processes for large and multi-location accounts.
Responsibilities
- Manage and develop four Technical Team Leaders and one NOC Team Lead through consistent one-on-ones, clear expectations, and real accountability
- Own the service KPIs across both organizations: response time, resolution time, CSAT, ticket aging, and backlog
- Make the experience consistent, so a client gets the same Darkhorse regardless of which pod takes the ticket, and a technician gets the same standards regardless of which lead they report to
- Oversee NOC operations including backup verification, email security, third-party vendor coordination, practice management software updates, and proactive monitoring, and keep NOC integrated with Service rather than running as a separate island
- Serve as the escalation point when a Team Leader cannot resolve a client issue, and then fix the reason it escalated
- Own service delivery for our largest DSO accounts, multi-location groups running dozens of practices, including escalation, SLA performance, and driving consistency at scale
- Review escalation patterns and resolution quality, and address root causes instead of individual tickets
- Establish and enforce service processes, workflows, and documentation standards
- Partner with People and Culture on hiring, onboarding, performance, and retention across the service organization
- Carry quarterly ROCKs on our Service Traction Leadership Team
Skills
- Real experience managing managers. Not managing a team of technicians. Managing the people who manage the technicians. This is the single most important qualification
- IT service leadership experience, ideally at an MSP
- Track record of moving service KPIs, and the ability to talk specifically about what you changed and what happened
- Comfort with NOC functions: backup verification, email security, monitoring
- Experience with multi-location or enterprise accounts. Our largest DSO clients expect a different level of consistency than a single practice does
- Coaching instinct. You develop people rather than working around them
- Analytical and process-driven. You look at the data before you look for someone to blame
- Solid grounding in HIPAA, cybersecurity fundamentals, and ITIL principles
- PSA and RMM experience
- ConnectWise preferred
- Dental or healthcare IT background
- Familiarity with dental practice management software (Dentrix, Eaglesoft, Open Dental)
- Experience integrating a NOC function with a reactive service desk
- EOS or Traction experience
Benefits
- Remote work, anywhere in the U.S.
Company Overview