IT Service Manager I

VC3

Experience: 3+ yrs
Location: Madison, Wisconsin, United States
Job type: Full-time

Required skills

Windows Server
Microsoft 365 (Cloud environments)
Active Directory
GPOs
Routing and Switching
Firewalls
VPNs
Virus and Security
LAN/WAN Technologies
Virtualization

About the role

At VC3, we don’t just solve IT problems — we own them. We serve hundreds of municipalities and organizations across the United States and Canada, bringing IT to the people who need it most. We believe in earning trust, having a growth mindset, and delivering excellence every single time.

We're a team of doers, builders, and tech whisperers who live by 4 core values:
Go Beyond | Own It | Be Curious| Serve as One

We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar.

The Impact you will have:
The primary focus of the Service Manager I is to manage and lead their team in providing a consistent level of quality and service to support our clients. With that, the Service Manager I must be able to deliver effective leadership, strategy, follow up and direction that aligns with the overall goals of the company. We must continually train and educate employees on why our people, process and technology standards exist and how it benefits our customers and VC3.

What you will be doing:

Act as an escalation point for critical client issues, communicate and manage communication with customers as needed
Communicate with all parties in a constructive manner to guarantee customer expectations are met
Responsible for the scheduling, time and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followed
Review and manage service backlog to ensure services are being correctly scheduled, prioritized and moving through the system as desired
Proactive issue trending and data reporting for the improvement of key metrics
Manage team performance and tools to meet or exceed SLOs
Ensure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performance
Mentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidance
Perform employee reviews, manage headcount, hiring and overall HR management for your team. Build a culture of continuous improvement via feedback, coaching and staff development
Provide timely responses and guidance to client requests, either directly if needed or via your team
Advocate for the customer in day-to-day operations
Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post incident reviews
Liaise with internal and external resources to provide detailed analysis of the operations and opportunities for improvement to meet SLAs and internal efficiencies

Additional Responsibilities:

Collaborate across all VC3 departments to maximize overall customer satisfaction
Maintain accurate and up to date documentation through the change management processes
Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate customer communications, and overall presentability
Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale and holding all employees accountable. Set the example to follow for customer service
Maintain an in-depth knowledge of the products and services we offer
Build relationships with clients and team members and serve as a trusted point of contact
Providing timely responses and guidance to client requests
Maintain accurate and up to date process & departmental documentation
Attend training & team meetings as required
Assist with the development and evolution of the Team Lead role
Review CSAT responses; provide coaching, praise, and client follow up as required
Additional duties as required

The tools you bring:

KPI goals consistently met in current role
3+ years relevant technical experience is required
3+ years relevant management or leadership experience is required OR completion of VC3 leadership academy
Experience in supporting Infrastructure environments
At least 2 years relevant IT experience fully supporting customer environments
At least 2 years experience in managing and working with the following technologies:
- Windows Server
- Cloud environments including Microsoft 365
- Active Directory
- GPOs
- Routing and Switching
- Firewalls
- VPNs
- Virus and Security
- LAN/WAN Technologies
- Virtualization Technologies
Experience in IT service delivery and managing customer expectations
Demonstrable experience in incident, problem, and change management
Knowledge of ITIL standards is required
- ITIL Foundations V3 or V4 certification highly desired
Excellent ability to present information to senior management in a manner that is clear and concise
Very strong interpersonal and communication skills with the ability to build effective working relationships, solicit co-operation and resolve conflicts with a variety of stakeholders both internally and externally
Experience in business analysis and a good understanding of financial concepts
Excellent client service skills, with the ability to create/cultivate trust relationships with clients and co-workers and remain calm in stressful circumstances

What’s in it for you:

Well-being & Support - Caring for our team goes beyond the workday. We offer a range of benefits to support your overall well-being, from mental health and leave support through our Employee and Family Assistance Program, to financial wellness through company-matched 401(k)/RRSP plans. Whether it’s today’s needs or tomorrow’s goals, we’ve got you covered.
Grow with Us – Whether you’re just getting started or ready to take the next step, we are committed to investing in your growth. We offer structured development through our Leadership Academy, monthly learning sessions, mentorship programs, learning reimbursements, internal career fairs, job shadowing, and personalized career-pathing to support internal mobility.
People-First Culture – We live our values, support each other, and create a space where everyone belongs. We have a common goal of doing work that matters, with autonomy, recognition, and a mission to serve those who serve.
Transparent Leadership – From open communication to clear company goals, our leaders are involved, and our managers are here to support your growth every step of the way.

Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment.

Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted.

Learn more about VC3 by visiting our website and follow us on LinkedIn to stay informed!

About VC3

Provides managed IT and cybersecurity services for municipalities and businesses.

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