Job Description

Position Summary: The Manager ITSG Services position will manage and develop service teams within the IT Solutions Group (ITSG) division at Loffler Companies. While this is not a hands-on technical role, it requires a strong foundational understanding of IT infrastructure and service delivery. The ideal candidate will be capable of guiding teams, reviewing work for quality, and supporting troubleshooting efforts by understanding how systems interact and how technical problems are approached. Additionally, this role will act as an informal compliance stewardhelping to shape internal processes to align with the growing expectations around cybersecurity and regulatory compliance that clients increasingly demand from their managed service providers. Essential Duties and Responsibilities: All areas of responsibility listed below are essential to the satisfactory performance of this position, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned": Service Delivery 40% Accountable for client satisfaction within assigned service team(s). Accountable for service requests and projects within assigned service team(s), function as the single point-of-contact for problem identification and resolution for issues that have been escalated. Identify and work to improve gaps in our procedures and documentation that affect the delivery of service agreements and project statements of work. Provide strategic oversight and guidance on technical work performed by service teams, ensuring alignment with best practices and operational standards. Help shape service delivery processes and documentation to reflect evolving compliance and cybersecurity expectations, offering input that supports audit readiness and regulatory alignment without assuming formal compliance ownership. Management Duties 30% Perform personnel management within assigned service team(s). Direct subordinates in their responsibilities for all service requests, from scheduled projects & proactive support to day-to-day requests and business critical outage situations. Develop career goals with learning management and skill assessments including education paths, certification requirements, and annual reviews. Accountable for team education and World Class delivery of Loffler solutions. Interview and hire potential candidates for assigned service team(s). Analysis of service team utilization, service request metrics, SLAs, and other KPIs. Accountable for review, quality, and approval of timesheets for employees within assigned service team(s). Accountable for weekly invoicing of service that falls outside the scope of monthly service agreements. Department Operation 25% Working within current operational priorities lead the improvement of assigned areas of focus. Collaborate with department management team to continuously review the service teams, team lead/supervisors, service/project results, agreement coverage, as well as tools and documentation. Prioritize areas that require improvement. Ensure that stable areas aren't falling behind. Identify changes required to push our own standards as a World Class service organization. Department operation areas of focus include (but are not limited to): Staffing Department culture Onboarding standards Technology standards Automation & workflow Proactive support with a Security first mindset Client documentation Service delivery requirements Vendor relationships Technology solution stack Agreement review & "true ups" Other responsibilities 5% Project management of special internal projects as needed Pre-sales assistance when other resources are not available Assist in managing service delivery on other teams when their manager is not available Other related duties as assigned Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written. Supervisory Responsibilities: Carry out supervisory responsibilities in accordance with organizations policies and procedures. Responsibilities include interviewing, selecting and training employees; planning, assigning and directing work; mentoring and appraising performance; rewarding and disciplining employees; addressing customer concerns and resolving problems. Understand and enforce company policies and procedures. Qualifications/Requirements: Strong organizational, presentation, and customer service skills Proven ability to lead and develop IT engineering teams with a cybersecurity-first mindset guiding them in solving client problems, delivering projects, and operating in an environment increasingly shaped by compliance requirements. Familiarity with SOC 2 principles and CIS Controls, with the ability to embed these frameworks into service delivery processes and team practices. Skill in strategic planning with an ability to think ahead and plan over a 612-month time span Skill in leading people and getting results with a strong customer orientation Exceptional written and oral communication skills. Ability to manage individuals in a fluid environment. Ability to focus on priorities while working in a fluid environment. Ability to relate well at all levels of the organization, building rapport, and maintaining collaborative relationships. Exceptional understanding of process and how to improve it. Understand when to work independently, when to use a team, and when to delegate to others. Candidates must possess a valid driver's license, maintain an acceptable driving record, and provide proof of minimum auto insurance coverage as required by state law. Education/Experience: Experience leading technical teams within a client-facing IT services environment. 7+ years related industry experience, and/or training, or equivalent combination of training and experience. 2+ years management experience. Work Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. High energy position dealing with clients daily. Requires occasional evening and/or weekend work for both scheduled and on-call activities Ability to lift 40 pounds. The noise level in the work environment is usually minimal. For information on the physical demands of this job, see Human Resources. The posted range for this position represents a good faith estimate of the minimum and maximum starting compensation for this role. In addition to the base salary, we offer a comprehensive benefits package that includes health and dental insurance, retirement plans, and paid time off. Why Work for Us? Top Workplace Career Advancement Employer Paid Life Insurance and Disability Paid Time Off, Volunteer Time, Holidays, Bereavement, and Parental Leave Benefits Package including FSA, Medical, Dental, and Vision 401K with Employer Match Tuition Reimbursement Loffler Core Values: What Defines our Culture. Positive Attitude: Be Part of the Solution. Put Extra Effort in All You Do. Everything You Do Matters. Be a Team Player. Integrity: Live the Mission. Be Honest. Delivery of Commitments. Do What is Right. Innovation: Be a Visionary. Welcome New Ideas. Work Smarter. Customer First Focus: Exceed Expectations. Delight Our Clients. Bring Value Every Day. Always Do a Good Job. Professionalism: Commit to Excellence. Learn & improve. Looks and Words Matters. Best in Industry; Field Expert. Drive for Results: Performance-Orientated. Hard-Working. Refuse to Lose. Accountable. Trustworthiness: Dependable & Reliable. Honor Commitments. Quality Counts.

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