IT Service Manager

Position Title: IT Service Manager
Position Type: Direct-Hire
Location: Phoenix, AZ 85015
Hours: Monday – Friday (Full-Time)
Salary: $57,000 - 60,000 Per Year

SanTrac Technologies is a highly innovative Information Technology, VoIP and Low Voltage Solutions provider. We are looking for a highly motivated and skilled individual to fill our IT Service Manager position. This is a growth position for an IT professional with IT support background and ability to lead a team.

ESSENTIAL DUTIES AND RESPONSIBILITIES: SanTrac Technologies is looking for an IT Service Manager with excellent customer service skills and good interpersonal skills that enjoys working with people over the phone using remote tools and in person at customer locations. The IT Service Manager will manage information technology (IT) tasks and staff, establishes relationships with external clients, services computer systems and software, and maintains computer networks and user connectivity. Will provide customers with excellent technical support and complete assigned projects that will be accomplished in-shop, or commercial locations. May include assisting with total network integrations, VOIP system configuration and technical documentation.


  • Outstanding communication skills
  • Exceptional written and non-verbal communication skills
  • Ability to work independently and initiate action
  • Excellent technical knowledge
  • The capacity to work well on your own or on a team
  • Reliable and self-motivated individual
  • Has the ability to diagnose and make decisions based on current information
  • Upholds a sense of customer service and measures client satisfaction
  • Ability to lead and manage technical staff

Job Duties:

  • Develops relationships with external clients and organizations to assess their technology, support, and security needs
  • Provides client assessments, and pitches IT equipment and service packages during meetings or presentations
  • Offers innovative solutions that meet clients’ needs while remaining cost effective
  • Manages projects by creating timelines and adhering to budgets
  • Maintains relationships with technology, software, and security vendors
  • Maintains familiarity with current and upcoming IT equipment, services, and other developments
  • Coordinates troubleshooting, support, and service for equipment and networks when necessary
  • Projects may include total network integrations, VOIP system configuration and technical documentation
  • Installing, diagnosing, repairing, maintaining, upgrading of computer equipment
  • Contacting vendors for product investigation
  • Own and drive wide ranging client issues to successful conclusions while accepting escalations from Level 1, 2 & 3 team members.
  • Ability to troubleshoot error messages, apply patches or upgrades, and general support of Windows desktops and Windows servers
  • Ability to diagnose and solve significant problems a user might encounter, such as difficult viruses, strange printer issues, and network connectivity issues.
  • Facilitate network upgrade projects which includes configuring and installations on premise cloud, routers, servers, printers, desktop, laptops, and email servers
  • Troubleshooting and hardware repair of client’s desktop computers and servers.
  • Configure Hosted VoIP PBX systems and configure VoIP equipment for deployment (Phones, Gateways etc.)
  • Assist with VPN client configurations
  • Monitor Data backup solutions
  • Train and manage a team of technicians
  • Manage workflow by ensuring service tickets are completed within required service level agreement (SLA)


  • Bachelor’s Degree in Computer Science or related field
  • Bachelor’s Degree in IT or MSCA, server plus or related field experience
  • Experience supporting active directory cloud and on-premise environments with Windows Server 2012/2012R2/2016/2019
  • Experience with Office 365/Exchange Online preferred
  • Experience with server and network administration, software deployment and MS Office. Document management experience preferred but not mandatory
  • Experience working at managed services providers strongly preferred
  • Experience with ConnectWise, IT Glue, Datto and Continuum preferred
  • MCSA, server plus and/or related technical certifications are preferred
  • Experience with hosted VoIP systems

Benefits Offered:

  • Paid holidays
  • Paid Vacation
  • Paid sick leave
  • Workplace perks such as Free Onsite Gym
  • Workers compensation
  • Health Insurance Benefits
  • 401K Plan (Matching): fully vested at hire
  • Profit Sharing: fully vested at hire

Interested and qualified candidates, send your resume to