Associate Service Manager Jobs in Silver Spring, MD

Description
About the role: The Associate Service Delivery Manager oversees the delivery of Dataprise services on customer accounts, ensuring the best customer experience, and the highest level of customer satisfaction. The SDM proactively manages customer expectations, identifies opportunities for improvement in their accounts, and provides technical strategic guidance to ensure customers recognize the value of their contracted services. This role is expected to manage any service delivery issues that emerge, escalate technical issues as needed, provide status reporting to both external and internal stakeholders, while maintaining exceptional levels of customer satisfaction. The successful candidate will be a technically savvy relationship manager with a proven record of accomplishment in providing oversight and management of recurring IT (Information Technology) Managed Services for large and complex customers.
We are open to candidates in VA Beach, VA
Why Dataprise
Dataprise is a private equity-backed company focused on both organic growth and strategic acquisitions of high-performing businesses that align with our philosophies and values.
Our mission is simple: delight our clients and create an outstanding people experience-internally and externally.
We are an employee-focused organization that prioritizes retention, satisfaction, and empowerment. We are committed to helping our team members grow and succeed.
Career Growth & Development
We invest in your future through:

• Internal mobility opportunities

• Continuous learning and upskilling

• Job shadowing programs and career mentorship

• Annual training allowances and LinkedIn Learning licenses for all employees

Wellness & Work-Life Balance

• Comprehensive Wellness and Rewards & Recognition Programs

• Onsite, hybrid and remote work options (may vary by role)

• 10 paid holidays

• Generous PTO

• Company paid Volunteer Time Off

• Parental leave benefits & bonding leave for new parents

Competitive Compensation & Benefits

• Competitive pay

• Comprehensive medical, dental, and vision coverage for you and your family

• Company-paid Employee Assistance Program (EAP)

• 401(k) with company match and immediate vesting

• Company paid short and long-term disability insurance

• Company paid life insurance

• Voluntary supplemental insurance through Aflac

• Voluntary pet insurance through Nationwide Pet

• Flexible Spending Accounts (FSA)

• Health Savings Account (HSA) with employer contributions

• Pre-tax commuter benefits for parking and public transit

Diversity, Equity, Inclusion & Belonging
We are committed to fostering a culture of belonging through a multi-faceted Diversity, Equity, Inclusion & Belonging (DEI&B) program which includes Employee Resource Groups (ERG's).
At Dataprise, you'll have the opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals in the industry.
What You'll Do:
Act as the client liaison and primary technical point of contact with overall responsibility for the technical partnership between Dataprise and the client.
Play a central role in developing the winning IT Strategy for a set group of clients.
Provide expert advice to clients on the technologies and services that can best support their business objectives, giving them an edge over their competition.
Coordinating with a variety of Dataprise departments to leverage resources as needed to address service requests, client/Dataprise relationship matters, billing concerns, etc.
Working directly with the Account Management and Solution Engineering teams to schedule and complete scoping calls.
Manage technology-related vendors such as internet service providers, copy and print vendors, line of business application vendors and other service providers.
Perform regular risk analysis and help clients identify and mitigate any risks associated with their technology.
What Skills & Experience You'll Need:
A well-rounded technical skill set consisting of IT Infrastructure/Network Project Management experience and strong knowledge of the latest versions of Microsoft technologies such as Windows Server, Active Directory, Exchange Server, Azure, and Office365.
A background in managing clients subscribed to managed services agreements.
The ability to translate technical content to non-technical customers.
The business acumen to provide high level strategic consulting to clients.
Excellent communication and time management skills.
The ability to take ownership of attaining performance goals.
A results-oriented drive.
A strong work and service ethic.
Fantastic poise and judgment.
An open mind who is adept at resolving problems and conflicting situations.
PMP/ITIL certifications.
Associate Client Technology Manager Success Factors:
Assoc. CTM's will be measured on several key performance indicators assessed during quarterly performance reviews, including but not limited to:
Existing customer satisfaction/retention from contract term status and survey results.
The identification of new recurring, project, and product revenue from their assigned customer base.
Maintaining account profitability while ensuring delivery of contractual obligations.
Assoc. CTM's will be expected to grow his/her technical skillset through regular continuing education and certification such as A+, ITIL, MCSA, and sales based technical training.
Compensation:

• Dataprise is committed to maintaining a positive work environment by ensuring that compensation across the Company is managed in a competitive, consistent, and fair manner. Each Dataprise employee will be compensated in line with their specific scope of responsibility, skill level, and educational background, in addition to the projected impact on the success of the Company.
• We have a comprehensive Compensation Management System which establishes the guidelines we use in making compensation decisions and is comprised of compensation policies, salary structures, salary grades, incentive target guidelines, job descriptions, and career charts.
• This position's Salary Range is: $70,0000-$90,000 (NOTE: this is the range at the national average level; specific salaries offered will be adjusted higher/lower due to the local labor market of the candidate).
• The anticipated application deadline is 8/31/2026. The company reserves the right to modify or extend this deadline as needed.
• Interested candidates should apply online using the link associated with this posting.

Dataprise Diversity Commitment: At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!
Dataprise is an Equal Opportunity Employer.