Vector Choice Technologies New Bern, NC (On-Site Position)

Salary:

$75,000 per year commensurate with experience Vector Choice Technologies is a growing Managed IT Services and Cybersecurity provider dedicated to helping businesses leverage technology securely and effectively. We are seeking a Service Manager of Technical Operations to lead our technical support and service delivery teams from our New Bern, NC office. This is a hands-on leadership role responsible for managing service operations, coaching technical staff, driving accountability, overseeing client escalations, and ensuring an exceptional customer experience. The successful candidate will thrive in a fast-paced environment, possess strong leadership skills, and have a passion for operational excellence.

Please note:

This position requires daily physical presence in our New Bern office. Remote and hybrid arrangements are not available for this role. Responsibilities Lead, coach, and develop Service Desk and Technical Support team members Manage daily service operations and ensure timely ticket resolution Monitor team performance, workload distribution, and service quality Serve as a senior escalation point for client issues and critical service events Track and report on key performance indicators, service levels, and operational metrics Drive process improvements to increase efficiency and client satisfaction Assist with hiring, onboarding, training, and employee development Collaborate with Account Management, Sales Engineering, and Leadership teams Maintain accurate documentation within service management platforms Help build a culture of accountability, professionalism, and continuous improvement Required Qualifications 5+ years of experience in IT support, technical operations, managed services, or related fields Previous leadership or supervisory experience Strong customer service and client communication skills Excellent organizational and problem-solving abilities Experience managing priorities in a fast-paced environment Proficient with Microsoft 365 and standard business applications Associate degree or equivalent professional experience Preferred Qualifications Experience working for a Managed Service Provider (MSP) Familiarity with PSA such as Autotask IT Glue, or similar service management platforms Industry certifications such as A+, Network+, or equivalent Working knowledge of Windows environments, networking, and business technology systems What Makes You Successful You lead by example and hold yourself and others accountable You enjoy mentoring and developing technical professionals You remain calm and effective during escalations You focus on delivering outstanding customer experiences You are highly organized and results-driven You continuously seek opportunities to improve processes and performance Benefits Competitive salary starting at $75,000 annually Health, dental, and vision insurance Paid time off and company holidays 401(k) benefits Professional development and certification support Advancement opportunities within a growing technology organization If you are an experienced service leader ready to build high-performing teams and deliver exceptional IT service experiences, we would love to hear from you. Apply today and join Vector Choice Technologies in helping businesses thrive through technology.

Pay:

$75,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Professional development assistance Vision insurance

Work Location:

In person