IT Service Manager (on-site)

Job Description

Job Description

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

Education & Experience

Salary range : $80-110k

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