Perdue Farms Inc

Service Manager – eCreek IT (Denver Metro Area)
Location: Denver, CO (Hybrid / On-site as needed)
Employment Type: Full-Time
Compensation: $80,000 – $140,000 annually, depending on experience and qualifications
About eCreek IT
eCreek IT is a Denver-based Managed Service Provider (MSP) delivering proactive, relationship-driven IT support and strategic technology solutions to small and mid-sized businesses. We take pride not only in our exceptional customer service and technical expertise, but also in the culture and values that define our organization.
eCreek IT has been recognized for its commitment to excellence, innovation, and ethics, including:

• 2025 Denver Business Journal – Best Places to Work
• 2025 Denver Metro Chamber of Commerce – Small Business of the Year Finalist
• 2025 BBB Torch Award for Ethics
• Three consecutive years on the Inc. 5000 list of fastest-growing companies

These honors reflect our dedication to both our clients and our team—and our passion for doing IT the right way.
Position Overview
The Service Manager oversees the daily operations of our technical support team, ensuring outstanding service delivery and client satisfaction. This role blends leadership, technical oversight, process optimization, and client relationship management. The ideal candidate is experienced in the MSP industry, thrives in fast-paced environments, and is committed to developing both people and processes.
Key Responsibilities
Service Delivery & Operations

• Lead and manage the Service Desk team, ensuring timely response and resolution of all support tickets and service requests.
• Monitor and report on SLA performance, ticket queues, client satisfaction, and overall service health.
• Implement and maintain standardized IT service management processes (incident, problem, change management).
• Prioritize and allocate work across the team based on urgency, impact, and resource availability.
• Ensure accurate, complete, and timely documentation across all client interactions and systems.

Team Leadership

• Provide daily leadership, coaching, and mentorship to Helpdesk, Field Technicians, and Service Coordinators.
• Conduct performance reviews, skills assessments, and ongoing training initiatives.
• Foster a collaborative and service-oriented team culture.
• Lead regular internal meetings to enhance coordination, communication, and continuous improvement.

Client Engagement

• Serve as the primary escalation point for service-related client issues.
• Partner closely with clients to maintain strong relationships and high satisfaction levels.
• Assist in client onboarding, QBRs, service planning, and cross-team communication.
• Identify opportunities to improve client environments and recommend additional services when beneficial.

Process & Continuous Improvement

• Analyze recurring issues and trends; create action plans to reduce ticket volume and improve environments.
• Refine internal policies, workflows, and procedures to enhance efficiency and service quality.
• Participate in strategic discussions around tools, technology stack, and service offerings.

Qualifications
Required

• 2+ years of experience in a similar Service Manager or technical leadership position.
• 5+ years of experience working for an IT Managed Service Provider (MSP).
• Strong knowledge of SMB IT environments, Microsoft 365, networking fundamentals, endpoint management, and support best practices.
• Excellent leadership, communication, and customer service skills.
• Proven ability to manage competing priorities in a fast-paced environment.

Preferred

• Experience with PSA/RMM platforms such as Halo, Ninja, ConnectWise, Autotask, or Kaseya.
• ITIL Foundation certification or familiarity with ITIL methodologies.
• Technical certifications (CompTIA A+, Network+, Security+, Microsoft certifications, etc.).
• Experience leading remote or distributed support teams.

What We Offer

• Competitive salary ($80K–$140K) tied to experience and performance.
• Health, dental, and vision benefits.
• PTO and paid holidays.
• Support for professional development and industry certifications.
• A collaborative culture focused on growth—for your career and for the clients we serve.

Job Type: Full-time

Pay: $77,348.92 - $130,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Work Location: Hybrid remote in Denver, CO 80222