IP Services

About Advent Technologies:
Advent Technologies is a fast-growing IT and Telecom services provider committed to exceptional customer experience. We’re seeking an experienced IT Service Manager to lead our technical teams and deliver exceptional client experiences.

Responsibilities:

• Supervise and mentor IT and Telecom/Service Technicians across all tiers.
• Empower technicians to self-manage within clear accountability systems.
• Maintain regular team meetings for queue health, KPIs, and professional growth.
• Ensure SLA compliance, balanced ticket flow, and timely escalation handling.
• Oversee escalations to guarantee high-quality, consistent client experiences.
• Standardize ticketing, RMM, and documentation procedures.
• Collaborate with CEO for performance metrics integration.
• Implement KPI dashboards and drive adoption of core platforms (IT Glue, Datto).

Qualifications:

• 3–5+ years managing IT or MSP service teams.
• Strong knowledge of PSA and RMM systems (ConnectWise, Datto, Autotask) and documentation platforms (IT Glue).
• Technical understanding of Microsoft 365, VoIP, networking, and backup solutions.
• Proven leadership record in team accountability, performance, and culture.
• Exceptional communication skills—able to simplify technical concepts.
• Customer-service mindset and process improvement orientation.

Success Metrics:

• SLA compliance ≥ 95% across all tiers.
• Improved average ticket resolution time quarter-over-quarter.
• Documentation accuracy ≥ 90% across team tickets.
• Reduction in repeat escalations and unplanned after-hours incidents.

Culture Fit:

• Leads by example through professionalism, reliability, and structured calm.
• Builds a culture of ownership and accountability.
• Ensures client satisfaction and technician growth coexist as shared priorities.

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person