IT Service Manager

Manager, ServicesWe are looking for a highly skilled and experienced MSP Services Manager to lead and oversee the delivery of IT services in a Managed Service Provider (MSP) environment. This role is pivotal in ensuring exceptional client satisfaction, efficient operations, and continuous improvement of service delivery processes. The MSP Services Manager will manage technical teams, oversee projects, and maintain strong client relationships.Key Responsibilities:Lead, mentor, and manage technical teams, including IT support, systems engineers, and NOC staffSet performance goals, conduct regular evaluations, and foster professional developmentEnsure the team operates collaboratively, meeting SLAs (Service Level Agreements) and KPIs.Oversee the end-to-end delivery of IT services, ensuring high-quality and timely supportAct as an escalation point for critical technical issues and guide teams in resolving complex problems.Develop and enforce processes for incident management, problem resolution, and change management.Serve as the primary contact for key clients, ensuring their needs are understood and addressed.Regularly meet with clients to review service performance, discuss improvements, and identify opportunities.Build and maintain strong, trust-based relationships with clients.Monitor and optimize service delivery workflows to improve efficiency and effectivenessImplement and manage tools and systems (e.g., PSA and RMM platforms) to enhance operationsEnsure compliance with industry standards, security protocols, and regulatory requirements.Collaborate with senior leadership to define and implement service delivery strategies.Identify opportunities for new services and enhancements to meet client needs.Stay informed about industry trends and emerging technologies to ensure competitive offerings.Oversee and coordinate IT projects, including deployments, migrations, and upgradesWork closely with project managers to ensure projects are delivered on time and within scopeMonitor progress, address risks, and communicate updates to clients and stakeholders.Track and analyze service delivery metrics, such as uptime, resolution times, and customer satisfaction.Generate reports for internal use and client reviews, providing actionable insights.Use data to identify trends, recurring issues, and opportunities for improvement.Key Qualifications:5+ years of experience in IT service management, preferably in an MSP environment.2+ years in a leadership or managerial role.Proven track record of managing technical teams and delivering IT services at scale.Strong understanding of IT infrastructure, including networking, servers, virtualization, and cloud platforms.Familiarity with ITSM tools (e.g., ConnectWise, Autotask, ServiceNow) and RMM solutions.Knowledge of cybersecurity best practices and compliance standardsStrong leadership and team management abilitiesExcellent communication and client relationship management skillsAnalytical mindset with a focus on problem-solving and continuous improvement.Ability to prioritize and manage multiple responsibilities in a fast-paced environment.Preferred Experience:Experience with ConnectWiseITIL Foundation or higher.CompTIA Network+/Security+.Microsoft Certified: Azure Administrator Associate or similar.Cisco CCNA or higher.What we do for you At COURSER we prioritize our employees' personal and professional development, offering best in class training, mentorship, and opportunities for growth through our self-promotion paths. We encourage innovation and challenging the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together. Benefit HighlightsCompetitive benefits package, including medical, dental, vision, and life insurance401k matchUnlimited Approved PTO after one year (2 weeks your first year)10 Holidays including your Birthday and a Floating Holiday!Gym reimbursementAmazon Prime reimbursement40 Hours for Volunteer TimePaid Maternity and Paternity leavePaid certificationsLearning and development programsCourser is an equal opportunity employer. Applications are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state, or local laws.