IT Service Manager

Make sure to apply with all the requested information, as laid out in the job overview below.

Challenge. Growth Opportunities. Work hard, play hard culture. If you’re ready to elevate your IT management career in a workplace filled with opportunities, collaboration, and ongoing professional development, this is the place to grow.

• Location : Cumming, GA
• Status : Full-Time, Employee
• Relevant Work Experience : 2+ Years
• Hours : 8am-5pm M-F
• Salary : $65,000.00 to $85,000.00 / year

We’re seeking a talented, motivated, and customer service-driven

• IT Service Manager
• to join our leadership team. In this role, you will oversee our Service Desk Analysts, ensuring we deliver world-class service to our diverse client base. You’ll be empowered to drive improvements, mentor your team, and shape the customer journey—powered by cutting-edge technology you can get excited about.

This position is for our office located in Cumming, GA and serves clients in Georgia, Arizona, northern California, and nationwide.

• We want candidates who :
• Thrive with independent responsibility and minimal micro-management.
• Excel at leading teams through complex projects and interesting solutions.
• Foster a relaxed, collaborative work environment.
• Encourage friendly team competition for certifications and professional growth.
• Want the opportunity to have a direct impact on their team and the company.
• Seek to develop their leadership skills and grow into higher management roles.
• Value a healthy work / life balance for themselves and their teams.
• What will you do?
• Lead, mentor, and manage the Service Desk Analysts, providing guidance, coaching, and performance feedback.
• Oversee the customer experience and manage the client relationship throughout the support ticket lifecycle.
• Ensure all support tickets are scheduled, documented, prioritized, and resolved efficiently by the team.
• Monitor Service Level Agreement (SLA) metrics and take proactive action to ensure goals are met.
• Analyze support ticket trends, client experiences, and team performance; report insights to leadership and create Problem tickets for recurring incidents.
• Prepare and deliver clear, effective communications and plans to customers and stakeholders.
• Oversee ticket escalation processes and ensure proper implementation of the ITIL framework at Snap Tech IT.
• Ensure the team is proficient with ConnectWise Manage and other relevant systems.
• Represent Snap Tech IT in a positive and professional manner.
• Oversee the creation and maintenance of Standard Operating Procedures and client network documentation within IT Glue.
• Perform any other duties assigned by your manager.
• Qualifications and Skill Requirements :
• Proven management or supervisory experience in an IT service environment (minimum 2 years).
• Strong understanding of organizational goals and objectives.
• Exceptional written, oral, and interpersonal communication skills.
• Demonstrated ability to lead, motivate, and develop a team.
• Strong documentation and analytical skills.
• Ability to absorb and retain information quickly and present ideas in user-friendly language.
• Experience in continuous scheduling and work coordination for teams.
• Keen attention to detail and ability to prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Dexterity to operate computers and related equipment; ability to lift and transport moderately heavy objects.
• Valid Driver’s license and reliable transportation.

Benefits include group medical / dental insurance, paid vacation, holidays, personal & sick time, retirement contribution and training reimbursement. Our generous compensation plans are structured as salary plus bonuses for meeting utilization, compliance and customer service requirements, with initial compensation commensurate with relevant experience.

• About Snap Tech IT :

Since 2001, Snap Tech IT has provided tech support to businesses in Atlanta, Phoenix, and San Francisco, and we are growing fast—at a rate of 15 percent year over year. As we expand operations from coast to coast, we have great opportunities for savvy IT professionals.

You will join a proven team owned by industry thought leaders who share their IT industry knowledge on the local and national stage. You’ll find them right down the hall, working side-by-side with the rest of the team to build an incredible company. Our goal : to create an environment where people love to work, and to extend that passion to our clients as their trusted IT partner.

Job Type : Full-time

Pay : $65,000.00 - $85,000.00 per year

Benefits :
• 401(k)
• Health insurance
• Paid time off
• Vision insurance

Application Question(s) :

• Tell us more about your IT management experience.
• Do you have experience leading a customer service team? Please explain.
• What is your primary reason for leaving your current role?
• Why are you interested in the Customer Experience Manager role at Snap Tech IT?
• This is an in-office role. xklufbp Please confirm your availability to work in our Cumming, GA office Monday- Friday.

Experience :

• IT service management : 2 years (Required)

Work Location : In person