About IT Works Network Group
IT Works Network Group is a growing Managed Technology and Security Integration company serving condominiums, associations, commercial properties, and residential communities throughout South Florida.
We provide Managed IT Services, Help Desk Support, Network Infrastructure, Access Control, Surveillance Systems, Cloud Solutions, VoIP, and Structured Cabling. Our clients rely on us to keep their buildings, systems, staff, residents, and technology running smoothly.
As we continue to grow, we are looking for a strong Service Manager to bring structure, accountability, and clear communication to our service department.
About the Role
This is not just a dispatcher position.
The Service Manager is the quarterback of our service operation. Your job is to make sure every ticket is seen, assigned, followed up on, documented, escalated when needed, and completed with clear client communication.
You will manage the daily service ticket flow, coordinate technicians, monitor aging tickets, communicate with clients, and give management clear visibility into what is open, what is delayed, what needs attention, and what has been resolved.
The right person is highly organized, proactive, calm under pressure, comfortable holding people accountable, and committed to making sure nothing falls through the cracks.
What You Will Own:
Service Board Management
You will own the daily service ticket queue and make sure every service request has a clear next step.
Responsibilities include:
- Monitor incoming tickets throughout the day.
- Review ticket priority, urgency, client impact, location, and technician skill requirements.
- Assign and dispatch technicians based on priority, availability, location, and expertise.
- Ensure emergency and high-priority issues receive immediate attention.
- Keep the service schedule organized and realistic.
- Reprioritize work when emergencies or client escalations occur.
- Make sure no ticket sits unassigned, untouched, or forgotten.
Ticket Follow-Up & Accountability
You will be responsible for keeping tickets moving from request to resolution.
Responsibilities include:
- Track open, overdue, and aging tickets daily.
- Follow up with technicians for updates, notes, time entries, photos, parts status, and next steps.
- Verify that tickets contain accurate documentation before closure.
- Confirm that service notes are clear enough for clients, billing, management, and future support.
- Escalate stalled or unresolved issues to leadership before they become client complaints.
- Identify tickets waiting on clients, vendors, parts, proposals, or internal decisions.
- Maintain clean and accurate records in the ticketing system.
Client Communication
You will serve as a primary point of contact for service status and follow-up.
Responsibilities include:
- Provide clients with timely updates on open service requests.
- Communicate appointment times, technician ETAs, delays, reschedules, and next steps.
- Follow up after service completion to confirm satisfaction.
- Help manage expectations when a ticket requires parts, vendor support, return visits, or escalation.
- Communicate professionally with property managers, board members, vendors, residents, technicians, and internal staff.
- Protect the client experience by making sure clients are not left wondering what is happening.
Technician Coordination
You will help keep the technical team focused, scheduled, and accountable.
Responsibilities include:
- Coordinate daily technician assignments.
- Help balance urgent support needs with scheduled service calls and project work.
- Review technician schedules and identify conflicts before they become problems.
- Reinforce daily time entry and documentation expectations.
- Push for clear next steps on incomplete work.
- Help technicians stay organized without becoming their assistant.
- Communicate priorities clearly and professionally.
Reporting & Process Improvement
You will give management visibility into service operations and help improve how the department runs.
Responsibilities include:
- Prepare daily and weekly service status reports.
- Track open tickets, aging tickets, completed tickets, overdue items, emergency issues, and recurring problems.
- Identify bottlenecks in scheduling, dispatch, documentation, parts, vendor follow-up, and client communication.
- Recommend process improvements to reduce delays and improve service quality.
- Help build repeatable service procedures as the company grows.
- Support better use of ConnectWise or similar ticketing/PSA systems.
What Success Looks Like
You will be successful in this role when:
- New tickets are reviewed and assigned quickly.
- No ticket is left without an owner or next step.
- Clients receive timely and professional updates.
- Technicians enter time and service notes daily.
- Aging tickets are actively managed and escalated.
- Emergency issues are prioritized correctly.
- Scheduling conflicts are reduced.
- Management has clear visibility into service workload and problem areas.
- Clients feel informed, cared for, and confident in IT Works.
- The service department becomes more organized, consistent, and accountable.
Required Qualifications
- Experience in service coordination, dispatch, field service operations, help desk operations, customer service management, or a similar role.
- Strong organizational and multitasking skills.
- Excellent verbal and written communication skills.
- Strong follow-through and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Comfortable holding team members accountable in a professional way.
- Ability to stay calm when clients, technicians, or schedules are under pressure.
- Strong customer service mindset.
- Ability to work independently and as part of a team.
Preferred Qualifications
- Experience in Managed IT Services, MSP operations, security integration, access control, surveillance, low-voltage, construction, property management, or field services.
- Experience with ConnectWise, Autotask, HaloPSA, ServiceTitan, or similar ticketing/dispatch platforms.
- Basic understanding of IT support, networks, access control, cameras, cabling, cloud services, or building technology.
- Experience working with property managers, condo associations, HOAs, commercial buildings, or residential communities.
- Bilingual English/Spanish is a plus.
- Experience creating reports, tracking service metrics, or improving operational processes.
The Right Fit
You may be a great fit for this role if you are the person who naturally notices what is slipping, follows up before being asked, and brings order to chaos.
You do not need to be the most technical person in the room, but you do need to be curious, organized, assertive, and comfortable working with technical teams.
We are looking for someone who says:
- “Who owns this ticket?”
- “What is the next step?”
- “Has the client been updated?”
- “Why is this still open?”
- “Do we need to escalate this?”
- “Is this documented properly?”
- “What can we fix in the process, so this does not happen again?”
Why Join IT Works Network Group?
At IT Works Network Group, your work will have a direct impact on our clients, our technicians, and the growth of the company.
This is an opportunity to step into an important operational role where you can help shape how our service department runs. You will work closely with leadership, technicians, clients, vendors, and property managers to make sure service requests are handled professionally, efficiently, and completely.
We are looking for someone who takes ownership, enjoys solving operational problems, and wants to grow with a company that values accountability, teamwork, client service, and continuous improvement.
Pay: $58,978.70 - $71,028.11 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
Application Question(s):
- How do you keep service tickets, client requests, or technician follow-ups from falling through the cracks?
Work Location: In person
