IT Service Department Manager

Job overview

The IT Service Department Manager role is onsite in Nashville, TN. Compensation is not specified. The manager leads Technology Lab’s service delivery organization across its regional Help Desk teams. The role establishes consistent service standards, monitors ticket and service performance, and coaches supervisors so teams resolve issues effectively and clients receive dependable support across regions.

What you'll do

• Manage and coach Help Desk Supervisors
• standardize ticket handling, escalation paths, and service-level targets
• monitor ticket queues and workload
• handle escalations
• partner with the NOC
• maintain service scorecards and documentation
• review recurring issues and implement process improvements
• coordinate with Client Relations, Sales, Projects, and Procurement
• and plan staffing and resource coverage.

What we're looking for

Skills & competencies

it service management

help desk

service delivery

team leadership

ticketing

sla compliance

process improvement

client escalations

nashville tn

technology lab

multi-region operations

Work arrangement

• Weekend coverage required

Why this role

The posting describes a working leadership role overseeing three Help Desk Supervisors and regional technician pods.

About the employer

TECHNOLOGY LAB, LLC is hiring for this role. Industry: Computer Systems Design Services. Sector: 54.