IT Service Manager (on-site)

IT Service Manager (on-site) Aqueity, a leading technology firm located in Downers Grove, IL is looking for a skilled  IT Service Desk Manager  to join our growing team!

The IT Service Manager is responsible for directing the day-to-day operations of the service desk support team.

The ideal candidate will lead and mentor our technical support team to provide excellent customer service and resolve all technical issues.

Responsibilities Perform initial triage and analysis of incoming client issues Conduct network troubleshooting and diagnostics using strong knowledge of TCP / IP protocols to resolve connectivity and performance issues Provide technical assistance to clients via phone, email, and ticketing systems, ensuring timely and professional responses Ensure service level agreements (SLAs) are met by responding promptly to configuration, maintenance, and incident management requests Accurately document actions and resolutions in the ticketing system to maintain clear internal and client communication Assist clients with access to managed network resources and troubleshoot device-related access issues.

Follow MSS policies, standard operating procedures, and industry best practices.

Demonstrate the ability to resolve routine issues independently while understanding proper escalation paths for complex incidents Occasionally travel to client sites to assist with installation, configuration, or repair of supported products when needed Manage and implement workflow automation initiatives to optimize business processes Leverage deep expertise in LLMs, API integrations, CRM, ERP, and industry-specific software solutions to support organizational goals Ensure compliance with applicable frameworks and standards through proper implementation and oversight Oversee the implementation and management of Agentic AI solutions to drive innovation and efficiency Lead, mentor, and develop a team of 10 technicians, fostering collaboration and accountability Conduct client-facing service meetings, including Strategic Business Reviews (SBRs), to maintain strong relationships and service alignment Define, track, and report on metrics, KPIs, and performance benchmarks for the Managed Services (MS) team Drive operational changes and continuous improvement efforts to enhance the efficiency and effectiveness of the MS team Skills & Abilities Team management skills, with ability to maintain a positive and encouraging environment for all team members Proven ability and success in promoting positive and cohesive team atmosphere with cross-functional teams Problem-solving attitude with ability to motivate the team to achieve specific goals Ability to multi-task and adapt to changes quickly while managing competing priorities Solid technical background with ability to give instructions to non-technical audience Customer-service oriented with a problem-solving attitude Excellent written and verbal communications skills Technical diagnostic skills with ability to appropriately match resources to technical issues Advanced understanding of operating systems, business applications, printing and network systems Self-motivated with the ability to work and thrive in a fast-paced environment Education & Experience B.S. degree in Computer Science, Information Technology or relevant field, or equivalent combination of education and experience 2+ years’ experience in tech support or customer service role, or related discipline Proven work experience as a Help Desk Manager strongly preferred IT MSP or IT consulting services experience required Proven experience managing and maintaining client relationships and resolving escalated technical issues for clients Experience with ticketing systems, network monitoring and other tech support related tools preferred Salary range :

• $80-110k   Powered by JazzHR