Service Manager / Service Director

Location: Montgomery, AL, United States; full-time, with travel to customer locations as needed

Salary: $60,000–$85,000 annually, based on experience and qualifications

Company

Technology services provider focused on helping customers understand and solve technical needs through efficient, cost-effective solutions and services.

What you will do

• Lead day-to-day service operations and ensure customer requests, tickets, escalations, and service projects are handled efficiently.
• Direct field technicians, support technicians, and other service personnel, including scheduling, assignments, priorities, coaching, and performance oversight.
• Coordinate customer site visits, technology installations, upgrades, deployments, and service-related projects.
• Act as an escalation point for complex technical and customer-service issues and assist with practical troubleshooting.
• Ensure accurate documentation of completed work, service issues, equipment, and customer communications.
• Identify recurring problems and recommend improvements to service processes, technology, staffing, and operational accountability.

Requirements

• At least 5 years of experience in IT, technology services, field services, technical support, systems administration, or a related technical field.
• Broad knowledge of IT support, help desk operations, Microsoft 365, Windows, networking, end-user devices, hardware and software troubleshooting, and service management systems.
• Experience coordinating multiple technicians, customer requests, or service projects; prior technical team leadership or supervision is preferred.
• Strong troubleshooting, organization, prioritization, customer communication, and problem-solving skills.
• Ability to communicate technical issues and solutions to technical and non-technical audiences.
• Valid driver's license and ability to travel to customer locations as needed.

Nice to have

• CompTIA A+, Network+, or Security+ certifications.
• Microsoft, networking, manufacturer, security camera, access control, or audiovisual certifications.
• Experience with educational, government, or commercial customers.
• Knowledge of structured cabling, low-voltage systems, security cameras, access control, audiovisual technology, asset management, or vendor support.

Culture & Benefits

• 401(k) and 401(k) matching.
• Paid time off and employee discounts.
• Opportunity for advancement.
• Hands-on work across technical operations, customer support, field services, and service improvement.