Service Manager – Lyra Technology Group
Lyra Technology Group is seeking a Service Manager for our OpCo based out of The Triangle Area (Raleigh, Durham, Chapel Hill) in North Carolina. The Service Manager plays a critical role in ensuring that our service operations run smoothly by leading a team of technicians, engineers, and dispatchers. This role is responsible for acting as the initial point of contact for service-related inquiries, providing front-line support, and managing the assignment and scheduling of tasks to appropriate resources.
The Service Manager will work closely with Project Management and Systems staff to ensure that client and internal needs are met in a timely and efficient manner.
About Lyra…
Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.
Your work as a Service Manager will include the following duties:
Mentor and direct service team members, engineers, and dispatchers, providing guidance and support. Conduct 1:1 coaching sessions and offer professional development opportunities to team members. Serve as the initial point of contact for all service-related staff and inquiries. Oversee front-line service support, including answering calls, creating tickets, processing requests, and assigning/scheduling tasks. Ensure 100% availability for service calls, both during business hours and after hours (internal and external).
Perform daily board reviews using ConnectWise Manage & BrightGauge to track and manage service requests. Regularly update and maintain on-call resource schedules. Review closed tickets to assess engineer performance and ensure compliance with service standards. Manage escalations to ensure timely resolution of complex or high-priority issues. Provide account management support to clients, ensuring that service delivery meets client expectations. Ensure that standard operating procedures (SOPs) and service level agreements (SLAs) are adhered to. Conduct regular closed ticket reviews and Root Cause Analysis (RCA) to improve service quality and troubleshoot recurring issues. Conduct probationary and annual reviews for service staff, ensuring feedback is delivered on time and in line with performance expectations. Review daily time sheets, monitor attendance, and approve PTO requests as needed. Track and monitor key performance indicators (KPIs) related to service delivery and implement improvements where needed. Develop and manage Service Improvement Plans to drive continuous enhancement of service processes. Provide recurring and ad-hoc reports on service-related metrics and activities. Organize and conduct recurring and ad-hoc meetings with internal teams to review progress and address any challenges.
Our ideal Service Manager has the following qualifications:
Based in the Triangle Area (Raleigh/Durham/Chapel Hill). 2+ years in service management or leadership, ideally in an MSP environment. Experience managing and coaching a large team, ideally 10 or more at a time. Available for after-hours service desk support. Experience with ConnectWise Manage and BrightGauge is a plus. Strong organizational, problem-solving, and communication skills. Technical support experience is beneficial but not required. The targeted base compensation for this role is $90,000 per year.
All applicants must reside in the Trangle Area (Raleigh, Durham, Chapel Hill) in North Carolina to be considered. If you match the qualifications above, please consider applying! We look forward to reviewing your application.
