Service Manager

Job description

About Darkhorse Tech Darkhorse Tech is a managed IT services provider built for dental. We support 1,500+ dental practices, specialists, multi-location groups, and DSOs nationwide with day-to-day IT support, cybersecurity, HIPAA compliance, cloud hosting, and email security. We are 100+ people who work almost entirely in one industry, which means we get good at it. About This Role We are hiring a Service Manager to own service delivery across our Service Team and our NOC. Read that carefully, because it is the part most candidates miss. This is not a seat where you manage a help desk. You will manage five team leaders, four Technical Team Leaders and one NOC Team Lead, who together carry fifty-two people between them. Your job is not to solve tickets. It is to build five leaders who run their teams well, hold the same standards, and make good calls without asking you first. If you are a strong technician who wants to keep touching the work, this is the wrong job. If you have managed managers before and you get satisfaction out of watching someone you coached handle something they could not have handled six months ago, keep reading. What You'll Do • Manage and develop four Technical Team Leaders and one NOC Team Lead through consistent one-on-ones, clear expectations, and real accountability • Own the service KPIs across both organizations: response time, resolution time, CSAT, ticket aging, and backlog • Make the experience consistent, so a client gets the same Darkhorse regardless of which pod takes the ticket, and a technician gets the same standards regardless of which lead they report to • Oversee NOC operations including backup verification, email security, third-party vendor coordination, practice management software updates, and proactive monitoring, and keep NOC integrated with Service rather than running as a separate island • Serve as the escalation point when a Team Leader cannot resolve a client issue, and then fix the reason it escalated • Own service delivery for our largest DSO accounts, multi-location groups running dozens of practices, including escalation, SLA performance, and driving consistency at scale • Review escalation patterns and resolution quality, and address root causes instead of individual tickets • Establish and enforce service processes, workflows, and documentation standards • Partner with People and Culture on hiring, onboarding, performance, and retention across the service organization • Carry quarterly ROCKs on our Service Traction Leadership Team What We're Looking For • Real experience managing managers. Not managing a team of technicians. Managing the people who manage the technicians. This is the single most important qualification. • IT service leadership experience, ideally at an MSP • Track record of moving service KPIs, and the ability to talk specifically about what you changed and what happened • Comfort with NOC functions: backup verification, email security, monitoring • Experience with multi-location or enterprise accounts. Our largest DSO clients expect a different level of consistency than a single practice does. • Coaching instinct. You develop people rather than working around them. • Analytical and process-driven. You look at the data before you look for someone to blame. • Solid grounding in HIPAA, cybersecurity fundamentals, and ITIL principles • PSA and RMM experience. ConnectWise preferred. Nice to Have • Dental or healthcare IT background • Familiarity with dental practice management software (Dentrix, Eaglesoft, Open Dental) • Experience integrating a NOC function with a reactive service desk • EOS or Traction experience Details Location: Remote, anywhere in the U.S. Schedule: Full-time, standard business hours Eastern, with coordination of Saturday and after-hours coverage across teams Reports to: VP of Operations Direct reports: Five (four Technical Team Leaders, one NOC Team Lead) Compensation: $85,000 to $115,000, depending on experience Why Darkhorse Our technicians are not generalists guessing at a dental practice's software. We know this industry, and our people build real relationships with the practices they support instead of taking anonymous tickets off a national queue. This role has been in place and is being backfilled, so you are not inventing it from scratch. You are inheriting five leaders and a working structure, with room to make it better. Darkhorse Tech is an equal opportunity employer.