IT Service Manager
Role details
Job location
Tech stack
Job description
RoveIQ is searching for a self-motivated, service-oriented professional to lead service delivery across our growing network of kiosk hardware and software deployments. The Services Manager reports directly to the Co-Founder / Chief Operating Officer and would own the full post-implementation lifecycle: proactive monitoring, predictive maintenance, reactive maintenance, and ongoing customer support for ~1,000 digital displays.
This full-time hybrid role, based in the Cincinnati Metropolitan Area, offers the flexibility to work in the office, on-site at customer venues, and remotely. You will resolve technical issues across hardware, software, and connectivity; collaborate with internal teams and vendors to address client concerns; analyze data to improve service efficiency; and build lasting relationships with our customers. Success in this role requires effective communication, disciplined problem-solving, and a genuine customer-first mindset., * Establish and champion a "Customer First" service environment
- Recruit, mentor, and manage a high-performing service delivery team
- Drive proactive and predictive support practices across the fleet
- Deliver monthly or quarterly analytics reports to customers and leadership
- Track SLA compliance metrics and lead change management initiatives
- Maintain and update SOPs as new best practices emerge
- Participate in business-wide meetings to provide insight into technical requirements and overall Service performance
- Communicate effectively with internal teams, customers, and external resources
Vendor & Hardware Lifecycle Management
- Own relationships with hardware vendors and hold them accountable to SLA commitments
- Track vendor response times and escalate when SLAs are breached
- Manage the RMA/replacement pipeline proactively - never let hardware replacements languish in vendor queues
- Manage differing operational models per vendor (e.g., fully managed service vs. self-service time-and-materials)
- Validate hardware defects, coordinate RMAs or replacements, and track costs to ensure warranty recovery where applicable
- Keep asset tracking systems current and work with manufacturers to align on hardware and software issues
- Resolve issues tactically while implementing strategic changes to minimize recurrence
Incident Management
- Receive and triage service tickets; diagnose whether issues are software, hardware, network, or content-related
- Coordinate with installers, electricians, and IT teams; escalate to engineering when required
- Quickly determine whether connectivity issues fall within RoveIQ's control or the property's/ISP's responsibility
- Document network dependencies at each site (ISP, network type, who manages what) and maintain a per-property network dependency map
- Create escalation playbooks per network type (hardwired customer-managed, Wi-Fi customer-managed, cellular)
- Drive property managers to action on their network issues - never allow "not our problem" to become "not resolved"
- Flag high-risk network configurations (Wi-Fi-only, cellular-only) during pre-deployment assessments
Software Support
- Review logs and backend performance metrics
- Troubleshoot wayfinding routing logic, search functionality, directory data sync, analytics reporting discrepancies, and API integrations
- Validate bug reproducibility before escalating to engineering, Candidates should follow a structured root-cause methodology - not guesswork - and be able to systematically distinguish:
- Display issue vs. media player issue
- Network issue vs. CMS issue
- Content issue vs. hardware malfunction
- Local outage vs. centralized system issue
- Power fluctuation vs. device failure
Preventative Maintenance
- Firmware updates on displays and media player patching
- Cleaning, ventilation, fan, and heat management inspections
- Monitoring device temperature logs and proactive cable wear checks
Retail environments generate dust, vibration, and foot-traffic wear - proactive inspection matters.
Documentation & Asset Management
- Maintain hardware inventory logs; track serial numbers and warranty timelines
- Document service visits and resolutions; photograph installations for records
- Keep asset management systems up to date
Operational rigor protects warranty claims and margin.
Requirements
Do you have experience in Vendor relationship building?, Software & Analytical Skills
- SaaS application support experience
- Familiarity with CMS platforms
- Understanding of web technologies (HTML, APIs, databases)
- Strong documentation discipline and analytical thinking
- Excellent client-facing communication skills
- Incident diagnostics and root-cause analysis
- Pattern recognition across support ticket history
- Generating client-facing reports and status communications
- Drafting SOPs and knowledge base articles
- Correlating alerts across multiple monitoring systems
- Analyzing fleet-wide trends to shift from reactive to predictive support
- Willingness to experiment with AI-assisted workflows and identify new applications
- Sound judgment about when AI is helpful versus when human judgment is required
Hardware & Field Technical Skills
The following competencies reflect RoveIQ's deployment model: commercial-grade digital displays, media players, networked wayfinding kiosks, and wall mounts in mixed-use retail environments.
Commercial Display Systems
- Experience with commercial-grade LCD/LED panels (55" + wall mounts, double-sided displays, kiosks)
- Understanding of brightness ratings (nits), portrait/landscape orientation, panel calibration, and burn-in prevention
- Ability to diagnose panel failures versus input signal issues
Media Players & Embedded Systems
- Installation and configuration of Windows-, Linux-, and Android-based media players
- BIOS configuration, OS imaging and re-imaging, software installation and validation
- Familiarity with remote management tools
Networking & Connectivity
- DHCP vs. static IP configuration, Ethernet termination, router/switch familiarity, and VLAN awareness
- Wi-Fi configuration and signal troubleshooting
- Understanding of firewall restrictions that may block CMS communication
- Ability to test connectivity (ping, traceroute, etc.)
Electrical & Power
- Safe handling of dedicated circuits, surge protection, and UPS systems
- Ability to diagnose power supply failures and identify grounding issues
- Basic ability to read electrical schematics
Mounting & Physical Installation
- Wall-mount installation (stud anchoring, concrete mounting)
- Double-sided display structural alignment, kiosk assembly, and leveling
- Cable management best practices
- ADA compliance awareness (height, clearance)
Troubleshooting Methodology, * Professional demeanor in public spaces; ability to work around tenants and shoppers
- Coordination with property management teams
- Clear communication with non-technical stakeholders
- Escalation awareness when issues impact advertising revenue
Preferred Certifications
Not mandatory, but valuable:
- CompTIA A+
- CompTIA Network+
- OSHA safety training
- AVIXA CTS (Certified Technology Specialist)
Ideal Experience Profile
- 3-7 years in digital signage, AV integration, retail IT infrastructure, or field service technician roles
- Experience supporting multi-site deployments
- Comfortable with travel
Benefits & conditions
Pulled from the full job description
- Parental leave
- 401(k)
- Health insurance
- Paid time off
- Vision insurance
- Dental insurance
- Life insurance, * 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Vision insurance