IT Services Manager at Agency in Richmond, VA

About Agency Cybersecurity:

Agency Cybersecurity is fast growing venture-backed startup that provides best-in-class cybersecurity and compliance. Our software and services simplify complex compliance frameworks including SOC2, ISO 27001, HIPAA, and others, empowering businesses to scale securely and confidently. We're backed by top tier investors like Y Combinator and have offices in NYC, Boston, Richmond, and London.

Location: 100% On-Site in our Richmond, VA office

Position Type: Full-Time, Salaried

Experience Level: Mid-Career professional

Compensation: $90K - $120K plus signing bonus

This is a high-responsibility role that typically requires more than 40 hours per week. Our in-office hours are Monday through Friday from 9:00 AM to 6:00 PM.

About the Role:

The IT Services Manager oversees the day-to-day delivery of core business services through a team of junior professionals. This role focuses on people management, operational execution, workflow efficiency, and service quality within a professional services environment.

You will manage a team of over 10 junior team members, ensuring work is completed accurately, on time, and in alignment with internal standards and client expectations. This is a hands-on leadership role requiring strong organizational skills, process discipline, and the ability to coach and develop early-career professionals.

What You’ll Do:

Team Leadership & People Management

• Directly manage, coach, and support a team of 5–10 junior team members
• Conduct regular 1:1s, performance reviews, and goal-setting sessions
• Support onboarding, training, and professional development of team members
• Foster accountability, collaboration, and a high-performance culture
• Act as the first point of escalation for team-level issues

Service Delivery & Operations

• Own day-to-day execution of assigned business services and workflows
• Ensure work is completed accurately, consistently, and within defined timelines
• Manage workload distribution, capacity planning, and task prioritization
• Monitor service quality and ensure adherence to internal processes and standards
• Identify operational risks and proactively address bottlenecks

Process & Continuous Improvement

• Document and refine standard operating procedures (SOPs)
• Identify opportunities to improve efficiency, quality, and scalability
• Partner with leadership to implement process improvements and tooling changes
• Track operational metrics related to productivity, quality, and turnaround time

Cross-Functional Collaboration

• Work closely with account management, client services, and leadership teams
• Communicate status updates, risks, and resourcing needs clearly and proactively
• Support special projects and operational initiatives as needed

What We’re Looking For:

• 3+ years of experience managing teams of 5–10 people
• Prior experience in a professional services environment (consulting, accounting, compliance, legal services, managed services, or similar)
• Relevant background includes experience as a Call Center Manager for B2B products or as an Agency Service Delivery Manager for marketing, software development, or other agency-driven business services
• Demonstrated ability to manage junior or early-career professionals
• Strong operational mindset with attention to detail and process discipline
• Proven ability to meet deadlines and manage competing priorities
• Excellent written and verbal communication skills
• Comfortable working in a fast-paced, client-focused environment

Preferred Qualifications

• Experience managing workflow-driven or production-style teams
• Exposure to regulated or process-heavy industries
• Experience implementing or improving operational processes
• Familiarity with performance metrics, SLAs, or service delivery KPIs

Not a fit:

• You’re looking for a strict 9-to-5 schedule with minimal flexibility
• You feel uncomfortable in high-pressure or fast-paced environments
• You prefer not to work in a highly professional, client-facing role
• You’re not excited about being part of a high-growth, in-person startup culture
• You’re looking for a role with minimal expectations beyond basic responsibilities

Benefits:

We believe in rewarding hard work with meaningful perks that support your growth, health, and well-being.

• 10 days of paid time off (PTO) + Sick Days
• 11 paid federal holidays
• 401(k) with 4% company match
• Monthly healthcare stipend
• Gym membership stipend
• Weekly team lunches and in-office snacks
• Eligible for stock option grants after year 2