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IT Service Manager
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RoveIQ
Remote
$93,142 Salary, Full-Time
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Job Description
IT Service Manager RoveIQ Cincinnati, OH Job Details Full-time $70,000.65 - $104,226.18 a year 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Parental leave Vision insurance Life insurance Qualifications Vendor relationship building Customer communication Interpersonal skills Windows Change management Computer hardware Problem-solving Full Job Description About RoveIQ RoveIQ is a leading provider of wayfinding software and smart kiosk technology designed to improve navigation and visitor experiences. Through customized 3D maps, directories, and wayfinding solutions, RoveIQ helps retail properties, smart cities, healthcare facilities, universities, real estate spaces, and entertainment venues enhance visitor engagement. The platform integrates 3D wayfinding, augmented reality photobooth's, digital advertising, and data analytics to deliver actionable insights and new revenue opportunities for property managers. Destinations such as Disney Springs, Miami Design District, Fashion Island, and Barclays Center rely on RoveIQ to guide visitors to their destinations while unlocking moments of discovery along the way. Position Summary RoveIQ is searching for a self-motivated, service-oriented professional to lead service delivery across our growing network of kiosk hardware and software deployments. The Services Manager reports directly to the Co-Founder / Chief Operating Officer and would own the full post-implementation lifecycle: proactive monitoring, predictive maintenance, reactive maintenance, and ongoing customer support for ~1,000 digital displays. This full-time hybrid role, based in the Cincinnati Metropolitan Area, offers the flexibility to work in the office, on-site at customer venues, and remotely. You will resolve technical issues across hardware, software, and connectivity; collaborate with internal teams and vendors to address client concerns; analyze data to improve service efficiency; and build lasting relationships with our customers. Success in this role requires effective communication, disciplined problem-solving, and a genuine customer-first mindset. Duties & Responsibilities of Service Leadership Establish and champion a "Customer First" service environment Recruit, mentor, and manage a high-performing service delivery team Drive proactive and predictive support practices across the fleet Deliver monthly or quarterly analytics reports to customers and leadership Track SLA compliance metrics and lead change management initiatives Maintain and update SOPs as new best practices emerge Participate in business-wide meetings to provide insight into technical requirements and overall Service performance Communicate effectively with internal teams, customers, and external resources Vendor & Hardware Lifecycle Management Own relationships with hardware vendors and hold them accountable to SLA commitments Track vendor response times and escalate when SLAs are breached Manage the RMA/replacement pipeline proactively — never let hardware replacements languish in vendor queues Manage differing operational models per vendor (e.g., fully managed service vs. self-service time-and-materials) Validate hardware defects, coordinate RMAs or replacements, and track costs to ensure warranty recovery where applicable Keep asset tracking systems current and work with manufacturers to align on hardware and software issues Resolve issues tactically while implementing strategic changes to minimize recurrence Incident Management Receive and triage service tickets; diagnose whether issues are software, hardware, network, or content-related Coordinate with installers, electricians, and IT teams; escalate to engineering when required Quickly determine whether connectivity issues fall within RoveIQ's control or the property's/ISP's responsibility Document network dependencies at each site (ISP, network type, who manages what) and maintain a per-property network dependency map Create escalation playbooks per network type (hardwired customer-managed, Wi-Fi customer-managed, cellular) Drive property managers to action on their network issues — never allow "not our problem" to become "not resolved" Flag high-risk network configurations (Wi-Fi-only, cellular-only) during pre-deployment assessments Software Support Review logs and backend performance metrics Troubleshoot wayfinding routing logic, search functionality, directory data sync, analytics reporting discrepancies, and API integrations Validate bug reproducibility before escalating to engineering Software & Analytical Skills SaaS application support experience Familiarity with CMS platforms Understanding of web technologies (HTML, APIs, databases) Strong documentation discipline and analytical thinking Excellent client-facing communication skills Incident diagnostics and root-cause analysis Pattern recognition across support ticket history Generating client-facing reports and status communications Drafting SOPs and knowledge base articles Correlating alerts across multiple monitoring systems Analyzing fleet-wide trends to shift from reactive to predictive support Willingness to experiment with AI-assisted workflows and identify new applications Sound judgment about when AI is helpful versus when human judgment is required Hardware & Field Technical Skills The following competencies reflect RoveIQ's deployment model: commercial-grade digital displays, media players, networked wayfinding kiosks, and wall mounts in mixed-use retail environments. Commercial Display Systems Experience with commercial-grade LCD/LED panels (55" + wall mounts, double-sided displays, kiosks) Understanding of brightness ratings (nits), portrait/landscape orientation, panel calibration, and burn-in prevention Ability to diagnose panel failures versus input signal issues Media Players & Embedded Systems Installation and configuration of Windows-, Linux-, and Android-based media players BIOS configuration, OS imaging and re-imaging, software installation and validation Familiarity with remote management tools Networking & Connectivity DHCP vs. static IP configuration, Ethernet termination, router/switch familiarity, and VLAN awareness Wi-Fi configuration and signal troubleshooting Understanding of firewall restrictions that may block CMS communication Ability to test connectivity (ping, traceroute, etc.) Electrical & Power Safe handling of dedicated circuits, surge protection, and UPS systems Ability to diagnose power supply failures and identify grounding issues Basic ability to read electrical schematics Mounting & Physical Installation Wall-mount installation (stud anchoring, concrete mounting) Double-sided display structural alignment, kiosk assembly, and leveling Cable management best practices ADA compliance awareness (height, clearance) Troubleshooting Methodology Candidates should follow a structured root-cause methodology — not guesswork — and be able to systematically distinguish: Display issue vs. media player issue Network issue vs. CMS issue Content issue vs. hardware malfunction Local outage vs. centralized system issue Power fluctuation vs. device failure Preventative Maintenance Firmware updates on displays and media player patching Cleaning, ventilation, fan, and heat management inspections Monitoring device temperature logs and proactive cable wear checks Retail environments generate dust, vibration, and foot-traffic wear — proactive inspection matters. Documentation & Asset Management Maintain hardware inventory logs; track serial numbers and warranty timelines Document service visits and resolutions; photograph installations for records Keep asset management systems up to date Operational rigor protects warranty claims and margin. Professionalism in Live Retail Environments Professional demeanor in public spaces; ability to work around tenants and shoppers Coordination with property management teams Clear communication with non-technical stakeholders Escalation awareness when issues impact advertising revenue Preferred Certifications Not mandatory, but valuable: CompTIA A+ CompTIA Network+ OSHA safety training