Service Operations Manager Position Available In Jefferson, Alabama

Service Operations Manager Dataperk

LLC – 4.5

Birmingham, AL Job Details Full-time Estimated:

$68.2K – $90.6K a year 7 hours ago Benefits Opportunities for advancement Qualifications ConnectWise Operations management 5 years IT service management Bachelor’s degree Continuous improvement IT Senior level Leadership Communication skills Time management

Full Job Description Description:

Data Perk is a Birmingham-based IT Managed Service Provider dedicated to delivering reliable, high-quality technology solutions to businesses. We pride ourselves on our responsive service, technical expertise, and strong client relationships. Our team is passionate about helping clients succeed through technology. We are seeking a proactive and experienced Service Operations Manager to lead our technical service teams. This hands-on leadership role is responsible for ensuring the consistent, high-quality delivery of IT services to our clients. The ideal candidate will be a business-focused, client-facing leader who can drive operational excellence, manage performance, and foster a culture of accountability and continuous improvement. Key Responsibilities Client-Facing Leadership Serve as the senior point of contact for service-related client escalations. Represent Data Perk in a professional, solutions-oriented manner. Build and maintain strong client relationships. Proactively engage with clients to ensure satisfaction with service delivery. Collaborate with Account Managers and Sales to support client retention and growth. Team & Operations Management Directly manage Operations’ Team Leads and the Service Desk. Lead, coach, and hold team members accountable for performance, professional development, and adherence to company standards and policies. Ensure timely and effective resolution of support tickets. Set clear performance expectations and KPIs for technical staff. Monitor team performance and hold team members accountable. Conduct regular 1:1s, team huddles, performance reviews and goal development with direct reports. Service Quality & Delivery Ensure service level agreements (SLAs) are consistently met. Maintain clear, timely, and professional client communication. Monitor daily operational performance, including ticket backlog, time to resolution, and client satisfaction. Review documentation, time entries, and ticket notes for accuracy and completeness. Cross-Functional Coordination Partner with the VP of Operations and leadership team to identify service trends and resource needs. Participate in service strategy planning and execution, including headcount, shift coverage, and training plans. Support onboarding and training of new technical staff. Ensure ongoing development of existing team members. Participate in operational meetings and leadership discussions to promote alignment, communication, and continuous improvement. Skills & Abilities Strong leadership and communication skills with the ability to build trust and hold teams accountable. Business-focused mindset with a solid understanding of how service delivery impacts client retention and company profitability. Proficient in PSA and ticketing systems, especially Autotask and ConnectWise. Excellent organizational and time management skills. Ability to remain calm, professional, and focused in high-pressure or escalated situations. Why Join Data Perk? Be part of a growing, client-focused IT company with a strong reputation. Lead a talented and dedicated technical team. Competitive salary and benefits package. Opportunities for professional growth and advancement.

Requirements:

The successful candidate will possess the following: Bachelor’s degree. 5+ years of experience in IT service delivery or operations management. Proven leadership experience in a client-facing, technical environment. Strong understanding of IT service management (ITSM) principles. Experience with Autotask, ConnectWise, or similar PSA tools.