IT Services Manager

Job Description

Job Description

Benefits :

• 401(k) matching
• Bonus based on performance
• Competitive salary
• Health insurance
• Paid time off
• Training & development

ETS Technology Solutions is a leading Managed Service Provider (MSP) based in the heart of Chicagoland. ETS is dedicated to empowering mid-market businesses with tailored IT solutions. With a deep understanding of the unique challenges and opportunities faced by mid-sized organizations, we provide a comprehensive suite of services designed to enhance operational efficiency, improve security, and drive digital transformation.

Job Summary :

Our IT Manager will be responsible for ensuring the seamless delivery of IT services to our clients. You will oversee service performance, manage client relationships, and lead cross-functional teams to meet SLAs and drive continuous improvement. This role demands a strategic thinker with strong operational expertise and a customer-first mindset.

Key Responsibilities :

Client Relationship & Service Management

Serve as the primary point of contact for client service delivery issues and escalations.

Build and maintain strong relationships with clients, ensuring satisfaction and retention.

Conduct regular service reviews and performance reporting with staff and clients.

Translate client needs into actionable service plans and improvements

Ensure services are delivered in accordance with contractual SLAs and KPIs.

Monitor and manage service performance metrics across teams and technologies.

Coordinate internal resources to resolve issues and develop systems and processes.

Oversee onboarding processes for new clients and service offerings.

Team Leadership & Collaboration

Lead and mentor service delivery teams to ensure high performance and accountability.

Facilitate collaboration between technical teams and account managers.

Drive a culture of continuous improvement and operational excellence.

Process & Quality Improvement

Develop and refine service delivery processes, playbooks, and documentation.

Identify gaps in service and implement corrective actions.

Lead root cause analysis and problem management initiatives.

Ensure compliance with best practices and industry standards.

Strategic Planning & Reporting

Contribute to strategic planning for service delivery growth and scalability.

Provide regular reports and insights to senior leadership on service performance.

Support budgeting and resource planning for service operations.

Qualifications

Bachelors degree in IT, Business, or related field OR equivalent experience.

5+ years of experience in mid-to-large overall infrastructure operations or MSP operations.

Strong understanding of ITIL framework and service management principles.

Proven leadership and client-facing experience.

Excellent communication, analytical, and problem-solving skills.

Preferred Skills

ITIL certification (Foundation or higher) or equivalent experience.

Experience with cloud services, cybersecurity, and infrastructure management.

Optionally PMP or other project management certification OR equivalent experience.

Familiarity with tools like ConnectWise, Automate, and IT Glue or equivalent systems.

Ability to thrive in a fast-paced, multi-client environment.