Service Manager - Nashville

At Interlaced, we’re not just solving IT challenges, we’re revolutionizing the way startups and fast-growing companies scale with technology! We’re a cutting-edge, private-equity-backed startup on a mission to provide seamless, innovative IT solutions to the most dynamic businesses across the country. We believe in building a team of creative problem solvers who are ready to embrace the fast-paced, exciting world of tech. We work with some of the most forward-thinking companies in industries like tech, life sciences, clothing & beauty brands and more! 

We’re rapidly growing to meet the demand for our nationwide services. If you’re passionate about shaping the future of IT and want to be part of a company that’s setting the standard for how modern businesses leverage technology, then this is the place for you. We’re building something amazing together and we need you to help take it to the next level!

Requirements

Service Manager Overview:

As the Service Manager, you will lead our Help Desk/Support and Onboarding teams, ensuring seamless service delivery and an exceptional client experience. This role is central to our commitment to creating “raving fans” among our clients and elevating our service standards across all touchpoints. The ideal candidate is an experienced leader in the technology industry (MSPs & tech services are a plus!), focusing on customer satisfaction, technical acumen, and team development. This candidate thrives in a fast-paced, autonomous environment and isn’t afraid to innovate to optimize their department’s inputs and outputs. 

Interlaced is looking to hire a full-time hybrid Service Manager in the Nashville area. The candidate is expected to work 3 days from the office and 2 days remotely a week, with a dedicated working environment/home office with stable internet connection. This position is from the hours of 8am - 5pm Central Time, Monday through Friday excluding holidays.

Key Responsibilities:

Service Team Leadership

• Extreme ownership of service quality and delivery
• Lead daily standups and weekly service meetings to align goals and priorities.
• Manage team scheduling, including time-off requests and calendar coordination.
• Act as the point of contact for escalated customer satisfaction (CS) issues and neutral/negative CSATs, ensuring prompt, client-centered responses.
• Collaborate closely with Client Success Managers (CSMs) to share feedback and improve client relationships.
• Regularly check in with team leads to ensure service delivery meets or exceeds client expectations.

Team Development

• Conduct 1:1s with team members, setting goals for career growth, skill development, and performance.
• Facilitate conflict resolution among team members, fostering a collaborative and supportive environment.
• Develop and maintain a training program and onboarding process for new hires, ensuring team readiness and technical excellence.

Operational Excellence

• Oversee and refine service processes, including SOPs, Playbooks, and team member training.
• Monitor ticket data to identify trends and implement improvements to enhance service delivery.
• Ensure that Service Level Agreements (SLAs) on response and resolution times are consistently met.
• Review and clear stale tickets daily to maintain an efficient queue.

Strategic Consulting & Collaboration

• Partner with Project Managers, Technicians, Engineers, and CSMs to ensure successful client onboarding and satisfaction from day one.
• Provide strategic IT consulting with CSMs to align client infrastructure with business goals, incorporating industry best practices and security insights.
• Lead initiatives for service delivery enhancements, leveraging Interlaced's technology stack, including specialized cybersecurity tools.

Data-Driven Management

• Generate weekly performance reports and present strategies for continuous service improvements.
• Maintain and update the weekly service scorecard and deliver monthly data-driven analyses (DD&A) to the Division Director.

KPIs and Metrics for Success:

• SLA Achievement: ≥95%
• Monthly Gross MRR Retention: ≥98.5%

Qualifications:

• Bachelor’s degree in IT/computer science, Business Administration, or a related field; advanced certifications (e.g., ITIL, CompTIA, Microsoft) preferred.
• 3+ years in a service management/leadership role within a technology environment; MSP/tech services are a bonus.
• Proven track record of achieving high client retention metrics, team member efficiency, and team member development.
• Strong leadership skills with experience mentoring and developing technical teams.
• Hands-on experience with SLA management, ticket queue oversight, and service delivery processes.
• Excellent communication skills for cross-departmental collaboration and client interaction.
• Strategic mindset that can align IT operations with business objectives and foster client satisfaction.
• Time Management and Prioritization – Can juggle multiple tasks, prioritize critical issues, and keep track of deadlines to meet SLA requirements.
• Strong problem-solving skills - Quickly assesses situations, anticipates potential challenges, and devises effective solutions to maintain service continuity and meet SLAs.

Why Join Us? Interlaced is committed to delivering industry-leading IT solutions and an exceptional user experience. As our Service Manager, you'll be pivotal in shaping client interactions, team culture, and service quality. If you are passionate about driving operational excellence and leading a high-performing team, we invite you to apply and be a part of our growth journey.

Benefits

The total compensation for the Service Manager role will be $105,000 - $115,000 OTE (based on experience), effective on the start date. This will be paid semi-monthly by check or direct deposit.

Interlaced is looking to hire a full-time hybrid Service Manager in the Nashville area. The candidate is expected to work 3 days from the office and 2 days remotely a week, with a dedicated working environment/home office with stable internet connection. This position is from the hours of 8am - 5pm Central Time, Monday through Friday excluding holidays.

Quarterly Gross Revenue Retention Performance Bonus

If the average Gross Revenue Retention for the fiscal quarter in your assigned division is equal to or greater than 99%, then the Quarterly Gross Revenue Retention Performance Bonus shall equal $3,750.

If the average Gross Revenue Retention for the fiscal quarter in your assigned division is equal to or greater than 97% but less than 99%, then the Quarterly Gross Revenue Retention Performance Bonus shall equal $1,875.

If the average Gross Revenue Retention for the fiscal quarter in your assigned division is less than 97%, then no Quarterly Gross Revenue Retention Performance Bonus shall be awarded for the quarter.

Benefits:

• Up to (80) hours or two (2) weeks of Paid Time Off (PTO) accrued each calendar year. The calendar year begins January 1st and ends December 31st.
• Forty (40) hours or one (1) week of paid sick leave each calendar year.
• Sixteen (16) paid holidays each calendar year, 6 fixed and 10 flexible.
• Two (2) paid Volunteer days each calendar year.
• $100 monthly cell phone reimbursement.
• $60 flexible health benefit reimbursement.
• Retirement Savings: Interlaced will match the employee’s contributions to Interlaced’s 401(k) Retirement Plan, up to four percent (4%) of the employee’s base salary per year, subject to any applicable limitations under Interlaced’s 401(k) Retirement Plan’s terms.
• Eligibility for Interlaced’s benefits program. This includes company contributions to Medical, Dental, and Vision plans.