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Service Department Manager

Company: JR-Tech

Status: Full Time

Initial Compensation: $60,000 – $100,000

About US:

JR-Tech is a Managed Service Provider (MSP) that has been in business for over 12 years. We are a leading IT company with expertise across all IT environments. Our office is located in Lake Elsinore, and we serve small and medium businesses throughout the Inland Empire. JR-Tech provides something different than what is traditionally done in the IT space. We provide proactive IT services, not break/fix, so our techs are responsible for engineering system solutions to protect customers from downtime. Our business is steadily growing, and we need engineers and technicians with a strong desire to grow with our company and be a team player. JR-Tech values its employees, and invests in their long term growth. We expect our technicians to advance and grow in the company by certifying in a range of products and we compensate with pay raises with each cert. We provide paid technical training each week, and we reimburse the cost of each passed test. Each team member becomes a part of the JR-Tech family, and we frequently have team activities to maintain strong working relationships. Our employees work for JR-Tech because they enjoy the atmosphere, the comradery, and the challenge of solving new problems each day.


JR-Tech is seeking a Service Department Manager to manage operations. The Service Manager’s position is to direct and manage the Service Department’s team in an effort to achieve the stated objectives of the company, to ensure customer satisfaction, and to maintain the profitability of the services being provided while growing the talent and effectiveness of the service department. Here’s a closer look at what they do:

  • Supervise service delivery personnel activities to assure they are performing their respective jobs
  • Manage all service delivery personnel activities including both client-facing and company-facing tasks, documentation, and reporting
  • Participate in proposal development
  • Plan, schedule, allocate, assign, dispatch, manage timecards, and conduct performance evaluations for the department
  • Coordinate and manage project teams and subcontractors to ensure timely delivery
  • Manage the ongoing training and certification process for service delivery personnel
  • Develop effective direction and structure to continuously improve employee performance and morale to ensure the successful attainment of objectives related to productivity, quality, cost, profitability, and development
  • Participate in making hiring, discharge, and discipline decisions for the department
  • Maintain consistent communication with all parties including service delivery personnel, end-users or clients, and internal management
  • Provide a single point of contact for end-user and client service delivery issues
  • Conduct status calls with clients as necessary to deliver customer satisfaction and provide account management
  • Participate in prevention, identification, and resolution of client complaints
  • Make recommendations and implement value-add strategies to maximize customer satisfaction and meet changing business needs
  • Participate in ongoing management and strategy meetings
  • Regularly develop, analyze, and report department data and key performance indicators to management
  • Participate in developing improvements in efficiency and productivity
  • Participate in ongoing research and development activities for new products, solutions, and services

Required Skills:

  • Previous experience working for an MSP or IT Services company a plus
  • Knowledge and experience in cross-functional management methods and techniques
  • Knowledge of IT applications, processes, software, and equipment
  • Strong organizational, presentation, and client service skills
  • Skill in strategic planning with an ability to think ahead and plan over a 3, 6, and 12 month time span
  • Skill in planning and preparing written communications
  • Skill in leading people and getting results with a strong client orientation
  • Ability to multi-task and adapt to changes quickly
  • Ability to work in a team and communicate effectively
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Ability to work under pressure and manage stress

About You:

  • College Degree
  • 3 Years Management Experience (MSP Preferred)
  • 2 Years Project Management Experience

About the Job:

  • Work from our office and occasional travel (to clients or for training)
  • Report to VP of Operations
  • Directly Manage 6-10 People
  • 50 hours/week
  • Salary: $60,000 – $100,000 (based on experience), plus travel and significant bonuses
  • Competitive benefits package available after 90 days
  • Typical shift: 8am – 5pm M-F with some evenings and weekends (for project management)
  • Access to top tier training and peer groups
  • Must be able to pass a drug test
  • Principals only. Recruiters please don’t contact this job poster
  • Please, no phone calls about this job!
  • Occasionally lift and/or move up to 50 pounds
  • Occasionally bend, lift, stand, and crawl under desks
  • Learn and apply IT best-practices

Next Steps:

  • Click Apply Now below
  • After your application and resume is reviewed you’ll be emailed a link to take a series of tests to ensure you are qualified

Apply Now!