Service Manager

Customer Service Manager

6 month+ contract

Remote Office

The Customer Service Manager serves as a critical first line of response on our Operations Team for identifying, escalating, and coordinating the resolution of IT incidents across the organization. This role is responsible for monitoring systems in real time, analyzing performance data, and managing service incidents through their lifecycle in ServiceNow. This is a key leadership role in coordinating efforts across technical support teams - including OS, Network, Storage, and Security, to ensure timely resolution of issues and clear communication with stakeholders. The ideal candidate thrives in a fast-paced environment, excels at incident triage and coordination, and brings a strong operational mindset to system reliability and service excellence.

Essential Duties and Responsibilities

Duties include the following (other duties may be assigned):

• Respond promptly and professionally to incoming customer calls and IT incident reports
• Monitor IT systems in real time to detect outages, performance issues, and potential security vulnerabilities
• Analyze system logs and performance metrics to proactively identify and investigate operational issues
• Coordinate incident response efforts across OS, Network, Storage, and Security teams to ensure timely resolution
• Develop and refine incident response procedures in collaboration with system administration teams
• Create, maintain, and update accurate, audit-ready incident tickets in ServiceNow
• Escalate issues and engage level 2 and 3 support teams as needed to resolve complex incidents
• Communicate effectively with internal stakeholders, escalating critical issues to management when appropriate
• Maintain daily activity logs and generate clear, concise status reports to support team awareness and accountability
• Conform with and abide by all regulations, policies, work procedures, and instructions.

Minimum Qualifications and Experience Requirements:

• 4 years of experience in IT Operations, technical support, service desk, or incident management roles.
• Proficiency in system monitoring tools (, , , , Grafana).
• Experience working with ServiceNow (ITSM) for incident tracking and documentation
• Experience analyzing system logs, performance metrics, and diagnostic data
• Knowledge of IT infrastructure components, including operating systems (Windows, Linux), networking, storage, and security frameworks
• Experience with incident management frameworks, including triage, escalation, and resolution best practices
• Comfort navigating collaboration tools such as Microsoft Teams
• Proven ability to coordinate across multiple technical teams in high-pressure situations
• Proficiency in Microsoft Office tools (especially Excel and Outlook) for reporting, communication, and tracking
• Familiarity with ITIL practices
• Strong problem-solving skills, especially in customer-facing or incident-related contexts
• Ability to work independently, manage multiple priorities, and maintain attention to detail
• Willing to work occasional off-hours or participate in on-call rotation
• Bachelor's degree in related field or equivalent work experience