{"id":1756820,"url":"https://alion.io/job/jmark-it-service-manager","title":"IT Service Manager","company":{"id":679090,"name":"JMARK","domain":"jmark.com","url":"https://alion.io/company/jmark-2","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tulsa, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":60000,"max_usd":138000,"period":"year","method":"role_country_seniority_unknown","sample_n":11353},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-02T21:45:13Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-17T21:05:30Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"JMARK is a leading provider of managed IT services, cybersecurity solutions, cloud technologies, and strategic IT consulting. Founded on the principle of People First. Technology Second., JMARK partners with businesses to transform technology into a true driver of growth, resilience, and competitive advantage.\nWith a focus on proactive strategies, exceptional customer experience, and business value, JMARK helps organizations reduce risks, increase efficiency, and plan for the future. Our team combines technical expertise with a people-centric approach, ensuring that every solution aligns with client goals, culture, and long-term success.\nAt the heart of JMARK’s philosophy are our core values:\nHonesty - honoring commitments and building trust\nPassion - loving what we do and where we do it\nTeamwork - working together to prevent problems and create solutions\nExcellence - exceeding expectations through initiative and follow-through\nAccountability - doing what we say we will do\nFun - celebrating success and enjoying the journey\nFor more than three decades, JMARK has served as a trusted IT partner across industries, helping businesses thrive with secure, reliable, and future-ready technology solutions.\nAbout the Role:\nJMARK is looking for an experienced Service Manager to lead a dedicated technical service team supporting one of our banking clients. This role combines people leadership, technical judgment, client relationship management, and operational accountability.\nThe right person will be comfortable leading technical professionals while also understanding the technology well enough to ask the right questions, challenge assumptions, guide troubleshooting, and ensure issues are resolved thoroughly and appropriately. You do not need to be the most technical person in the room, but you do need to know when a solution makes sense, when more questions need to be asked, and when additional expertise should be brought in.\nBecause this team supports a banking environment, service availability, security, documentation, communication, and follow-through are critical. Previous IT experience within banking, financial services, or supporting core banking systems is strongly preferred.\nWhat You'll Do:\nLead and Develop the Team\nLead, coach, mentor, and develop a dedicated team of technical professionals.\nEstablish clear expectations and hold team members accountable for individual, team, client, and company objectives.\nConduct regular coaching, performance discussions, and performance reviews.\nIdentify skill gaps and create training, cross-training, and professional development plans.\nBuild a culture of teamwork, accountability, continuous improvement, and exceptional client service.\nParticipate in hiring and developing the team as business and client needs evolve.\nEnsure appropriate staffing, backup coverage, and after-hours support coverage.\nOwn Service Delivery\nOversee the daily delivery of technical support and ensure requests are handled professionally, efficiently, and according to established service commitments.\nManage team performance against client-specific response, escalation, engineer engagement, and service restoration expectations.\nMonitor ticket queues, workloads, documentation, service trends, and team capacity.\nEnsure tickets contain accurate and timely documentation, including business impact, actions taken, ownership, next steps, and resolution.\nIdentify recurring issues, service trends, and opportunities to improve processes or automate repetitive work.\nEnsure root-cause analysis and corrective actions are completed for significant or recurring incidents.\nUnderstand the client's contractual requirements and ensure the team consistently delivers against those commitments.\nProvide Technical Leadership\nServe as an escalation point for complex technical and business-impacting issues.\nGuide troubleshooting by helping the team define problems, validate assumptions, interpret findings, evaluate risk, and determine appropriate next steps.\nChallenge proposed diagnoses and solutions constructively when the available evidence does not support the conclusion.\nCoordinate with senior engineers, security specialists, vendors, and other JMARK teams when additional expertise is required.\nProvide hands-on technical assistance when circumstances require it.\nMaintain enough technical knowledge of the client's environment to make informed service and escalation decisions.\nThe environment may include Windows endpoints and servers, Microsoft 365, Active Directory and Entra ID, virtualization, networking, VPNs, firewalls, remote desktop environments, backup and recovery solutions, endpoint protection, and email security.\nManage the Client Relationship\nServe as a primary service management contact for the client's technology leadership.\nBuild trusted relationships through proactive communication, responsiveness, transparency, and follow-through.\nClearly communicate service performance, business impact, significant incidents, unresolved concerns, risks, and next steps.\nDevelop an understanding of critical banking workflows, branch operations, and time-sensitive business activities so technical decisions reflect business priorities.\nContribute to monthly reporting and client service reviews, including service performance, ticket trends, recurring issues, and corrective actions.\nPartner with JMARK Client Relationship Managers and other internal teams to provide effective solutions and an exceptional client experience.\nWhat We're Looking For\nProgressive experience leading or managing a technical support, service desk, infrastructure, or managed services team.\nPrior hands-on experience in systems administration, network support, IT support, or a comparable technical role.\nStrong technical judgment and the ability to guide troubleshooting without needing to personally solve every technical issue.\nExperience managing escalations, major incidents, service restoration, recurring problems, and service-level commitments.\nStrong coaching, performance management, and team-development skills.\nExcellent client relationship and customer service skills.\nStrong analytical, problem-solving, and decision-making abilities.\nAbility to prioritize competing demands and lead effectively during high-pressure situations.\nStrong written and verbal communication skills, including the ability to explain technical issues in business-friendly language.\nExperience working within a managed services organization is preferred.\nExperience with ConnectWise Manage or similar PSA/service management platforms is preferred.\nFamiliarity with IT service management and project management best practices.\nBanking Experience\nPrevious experience supporting technology within a bank, credit union, financial institution, or banking-focused MSP is strongly preferred.\nExperience with one or more of the following would be particularly valuable:\nCore banking platforms and related banking applications.\nBanking branch operations and critical transaction workflows.\nSupporting technology in a highly regulated environment.\nGLBA, FFIEC guidance, or other financial-services security and compliance requirements.\nVendor management within a banking environment.\nBusiness continuity, disaster recovery, and high-availability requirements within financial services.\nManaging technology incidents where downtime can directly affect customer transactions or branch operations.\nDirect banking experience is preferred but not required for a candidate who demonstrates strong technical service leadership, an ability to learn complex client environments quickly, and an appreciation for the security, documentation, compliance, and service expectations associated with financial institutions.\nAdditional Requirements\nAbility to work independently while contributing effectively within a collaborative team environment.\nWillingness to continually learn new technologies, processes, and client environments.\nAbility to travel as required.\nValid driver's 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