GiaSpace inc Service Manager Gainesville, FL · Full time Company website

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GiaSpace is a premier Managed Service Provider (MSP) headquartered in Gainesville, Florida. We support small-to-medium businesses (typically 20–60 employees) across Florida’s major markets, including Jacksonville, Orlando, Tampa, and Miami. Founded in 2005, we deliver managed IT services, cybersecurity solutions, cloud services, and modern AI-powered technology solutions.

Our standard is simple: Fast. Friendly. First Time Fix.

We operate with a 5-minute acknowledgment standard during business hours, clients should never wonder if we saw their request.

No recruiters/agencies. No phone calls. Applications are accepted online only. Calls to the office regarding this role will not be returned.

The Opportunity

We’re hiring a hands-on Service Delivery Manager to own the day-to-day delivery of our IT services and lead our technical team to consistent excellence. This is not a “status meeting manager” role. You’ll run service operations, coach and hold technicians accountable, handle escalations when needed, and build a high-performance service culture.

You’ll report directly to the CEO and become the operational backbone of the company—so leadership can focus on growth and strategy while you ensure delivery is predictable, accountable, and client-centered.

If you’ve ever watched a service team underperform and thought, “I could fix this,” this role is for you.

Scope & Authority (How This Role Works)

• You lead the service team and own service day-to-day: dispatch, prioritization, SLA performance, escalations, and execution.
• This is a working leadership role. You’ll be hands-on primarily with escalations, coaching, quality control, and high-impact issues (not drowning in Tier 1 tickets all day).
• You are expected to make decisions and drive outcomes. Escalate to the CEO only for major client-risk decisions, significant financial impact, or termination-level HR actions.
• You have authority to implement process improvements, documentation standards, and training plans to improve outcomes.
• After-hours coverage: After-hours support is primarily handled by an existing team member Mon–Fri 5–9pm and Sat–Sun 8am–5pm. This role is responsible for ensuring coverage is in place when he is unavailable (vacation/illness), including scheduling backup coverage and handling rare high-severity escalations as needed.

What You’ll Own

Service Delivery & Operations

• Manage daily service operations: ticket flow, triage, dispatch, SLA compliance, and escalations
• Ensure every client interaction meets the Fast Friendly First Time Fix standard
• Reduce recurring issues through root-cause focus, better standards, and better follow-through
• Maintain healthy backlog and prevent “ticket aging” from becoming normal

Team Leadership & Accountability

• Run daily huddles, weekly 1-on-1s, and performance conversations that drive measurable improvement
• Set clear expectations for quality, responsiveness, documentation, and professionalism
• Coach technicians, identify gaps, and hold the line on standards
• Build a culture of ownership, follow-through, and continuous improvement

Client Satisfaction & Escalations

• Serve as the escalation point for service issues when needed
• Communicate clearly and calmly with clients during high-stress situations
• Drive client satisfaction improvements using feedback, CSAT trends, and recurring issue tracking
• Partner with the CEO on account health and recurring service pain points

Metrics, Reporting & Continuous Improvement

• Own scorecards/KPIs and review trends weekly and monthly
• Track and improve core service metrics such as:
• SLA performance (acknowledgment and resolution)
• Ticket aging / backlog health
• Reopen rate / repeat issues (First Time Fix proxy)
• Technician utilization & productivity
• Client satisfaction (CSAT)
• Documentation and training completion
• Use data to make decisions and prevent “gut-feel management”
• Build and maintain service processes: SOPs, standards, checklists, and internal knowledge base

Recruiting, Hiring & Onboarding

• Lead interviewing and selection of technicians who have both skill and service mindset
• Build structured onboarding that gets new hires productive fast
• Implement training and certification pathways tied to performance expectations

Tools & Systems

• Operate confidently in a PSA environment (ConnectWise Manage or equivalent)
• Work with RMM tooling and help drive automation and consistency
• Use modern tools (including AI) to improve internal documentation, ticket summaries, and operational efficiency

What We’re Looking For

Required

• 3+ years managing a helpdesk, NOC, or service delivery team in an MSP or IT services environment
• Direct experience with ConnectWise Manage (or comparable PSA)
• Proven track record improving team performance, reducing escalations, and increasing client satisfaction
• Experience hiring and onboarding technical staff (or leading the hiring process)
• Strong understanding of MSP operations: ticket workflows, dispatch/triage, SLA management, escalation procedures
• Strong communication skills—able to deliver tough internal accountability and calm client reassurance

Preferred (Nice to Have)

• Experience with RMM tools (Datto RMM, ConnectWise Automate, NinjaOne, etc.)
• IT service management practices (ITIL familiarity is a plus)
• Strong technical foundation: networking, Windows Server, Microsoft 365, cybersecurity fundamentals
• Familiarity with operational accountability systems (EOS/Traction, scorecards, WIGs/4DX, etc.)
• Comfortable adopting AI tools to improve internal operations and documentation

What Success Looks Like

In Your First 90 Days

• You’ve assessed each team member’s strengths, gaps, and attitude—and have a plan for each
• Daily huddles and weekly 1-on-1s are running consistently
• Ticket flow, prioritization, and escalation rules are clear and followed
• The CEO can step away for a full day without a service escalation
• You’ve identified and started fixing the top 3 recurring service issues
• A structured training/certification plan is in place for every technician

In Your First Year

• Client satisfaction measurably improves
• Ticket aging and recurring issues drop significantly
• Service KPIs are tracked consistently and trending in the right direction
• Technician morale improves and turnover decreases
• At least one high-quality hire is recruited and onboarded successfully
• The team operates autonomously with minimal CEO involvement in daily service decisions

Compensation & Benefits

• Base Salary: $80,000 – $95,000 (based on experience)
• Performance Bonus: tied to service delivery metrics and team development goals
• Health insurance
• Paid time off (PTO)
• Professional development budget for certifications and training
• Growth path into a Director-level role as the company scales

This Role Is Not a Fit If You…

• Avoid direct accountability conversations or performance management
• Prefer an unstructured environment with minimal process and metrics
• Want a purely technical role with minimal people leadership
• Are not able to work on-site in Gainesville, FL

How to Apply

Apply by submitting your resume and a short note through this posting.

• No recruiters or staffing agencies.
• No phone calls to the office. Applications via phone will not be considered.
• Qualified applicants will be contacted directly.