Service Manager

About Darkhorse Tech Darkhorse Tech is a managed IT services provider built for dental. We support 1,500+ dental practices, specialists, multi-location groups, and DSOs nationwide with day-to-day IT support, cybersecurity, HIPAA compliance, cloud hosting, and email security. We are 100+ people who work almost entirely in one industry, which means we get good at it. About This Role We are hiring a Service Manager to own service delivery across our Service Team and our NOC. Read that carefully, because it is the part most candidates miss. This is not a seat where you manage a help desk. You will manage five team leaders, four Technical Team Leaders and one NOC Team Lead, who together carry fifty-two people between them. Your job is not to solve tickets. It is to build five leaders who run their teams well, hold the same standards, and make good calls without asking you first. If you are a strong technician who wants to keep touching the work, this is the wrong job. If you have managed managers before and you get satisfaction out of watching someone you coached handle something they could not have handled six months ago, keep reading. What You'll Do Manage and develop four Technical Team Leaders and one NOC Team Lead through consistent one-on-ones, clear expectations, and real accountability Own the service KPIs across both organizations: response time, resolution time, CSAT, ticket aging, and backlog Make the experience consistent, so a client gets the same Darkhorse regardless