Team Manager - Service Area Owner

Team Manager – Service Area Owner

We are seeking a high-performing Team Manager – Service Area Owner to lead one or more delivery teams within our Managed Services practice. This role is responsible for the operational performance, customer satisfaction, and team accountability across any assigned service area, with the flexibility to support multiple domains as organizational needs evolve—without requiring deep technical specialization. Service Area Owners can be assigned to any team and are expected to quickly assess, stabilize, and improve delivery. This role focuses on leadership, process rigor, and customer advocacy—ensuring consistent, efficient, and high-quality service across clients and teams. Philosophy: "Own the outcome, not the keyboard." You don't need to be the subject-matter expert—you need to drive accountability, remove blockers, keep customers informed, and make sure your team delivers with consistency and pride.

Requirements

• 5+ years of experience in managed services, technical support, or IT service operations.
• 2+ years managing or leading technical teams in a client-facing environment.
• Strong understanding of service operations, metrics, and customer experience management.
• Proficient in using operational and monitoring tools such as Jira Service Management, N-Able, Sentinel One, Auvik, etc., and capable of interpreting SLA/KPI dashboards.
• Skilled at coaching, prioritization, and de-escalation—not necessarily hands-on technical troubleshooting.
• ITIL Foundation certification or equivalent experience with service delivery frameworks is preferred.

Preferred Skills

• Own the service delivery experience for your assigned area: SLA compliance, customer satisfaction, ticket handling, and escalation quality.
• Ensure clear and consistent processes are followed for ticket intake, triage, resolution, escalation, and documentation.
• Own and manage the tools and platforms used in the delivery of services within the assigned area, ensuring they are effective, properly configured, and continuously improved.
• Partner with technical leads and SMEs to understand service nuances and advocate for improvements in tools, playbooks, or staffing.
• Manage a team of support engineers, focusing on accountability, responsiveness, and growth.
• Set and reinforce expectations around ticket hygiene, communication standards, and ownership.
• Conduct regular 1:1s, team huddles, and performance check-ins focused on goals and coaching—not technical troubleshooting.
• Act as the face of the service area for customer escalations and critical incidents.
• Own communication plans for high-visibility or high-impact issues, ensuring transparency and professionalism.
• Monitor CSAT feedback and drive actions to improve client experience.
• Review and analyze ticket metrics daily/weekly; act on trends such as aging tickets, resolution gaps, or repeat incidents.
• Collaborate with peers to optimize workload balancing, resource planning, and handoffs across shifts or teams.
• Drive root cause analysis efforts and service improvement plans to reduce recurring issues.
• Slot into different service areas as needed, based on demand, team health, or organizational shifts.
• Ramp up quickly by leveraging documentation, metrics, and cross-functional relationships.
• Contribute to SOPs and playbooks that make service area ownership transferable between managers.

Where You'll Work

Moser has two offices in Indianapolis, IN, and one in Baltimore, MD. This position will require a hybrid/onsite work schedule out of 2 of our Indianapolis offices.

Benefits

For over a quarter of a century, Moser Consulting has been a beacon for top-tier IT talent who excel in self-management. Our people are our greatest asset. We don't just hire the best—we welcome them into our family, connect them with opportunities, and empower them to create innovative solutions to technology challenges.

Our unique culture is our competitive edge. It fosters happiness, health, and low stress, even in an industry known for its demands. This is why we're consistently recognized as one of the Best Places to Work in Indiana. We provide our employees with an inspiring workspace, a fun and collaborative atmosphere, and a generous compensation package. But that's not all.

We also offer a suite of benefits designed to support and enrich our employees' lives. These include:

• Training Opportunities: We believe in lifelong learning and provide numerous avenues for skill enhancement.
• Fully Invested 401K Plan: We help secure your future with a fully invested 401K plan.
• PPO and HDHP Medical Plans: Choose the health insurance program that best fits your needs.
• Employer-Paid Dental and Vision Plans: We cover dental and vision plans, ensuring our employees have access to comprehensive health care.
• Onsite Fitness Center: Stay fit and healthy with our state-of-the-art fitness center.
• Wellness Program: We promote a healthy lifestyle with our wellness program.
• Catered Lunches: Enjoy delicious catered lunches regularly.

At Moser Consulting, we don't just offer jobs—we offer careers, growth, and a chance to join a thriving community. Come, be a part of our family.

Moser Consulting is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.