Service Manager/MSP Operations Manager

We’re looking for someone who understands how an MSP actually runs and has the technical depth to guide a team supporting networks, servers, Microsoft 365, security tools and day to day IT needs. Our team is small but steady and we support businesses across many industries. This role is for someone who’s comfortable balancing operations with hands-on technical awareness. You’d keep tickets, projects, and client needs moving while also being the person who can make sound decisions about networks, servers, cloud setups, and escalations. You must have excellent customer service skills since this role often becomes the calm, confident voice clients rely on when something needs attention. What you’ll handle Oversee support tickets and make sure everything stays on track Run daily huddles and keep the techs focused on priorities Manage scheduling for onsite work, installs, and projects Step in on higher level technical decisions when needed Guide the team through issues involving networks, servers, and M365 Handle escalation calls with clients in a calm and solutions focused way Track SLAs and monitor overall service delivery quality Communicate clearly with customers and set realistic expectations Keep documentation current across our tools Identify recurring issues and improve processes Assist with resource planning, forecasting, and weekly reporting What will help you succeed Strong experience in MSP operations or leading an MSP service team Solid understanding of networking (switching, firewalls, VLANs, VPNs) Experience with Windows Server environments and common server roles Confident working with Microsoft 365, Azure AD and Intune Familiarity with backups, security tools, and monitoring platforms Excellent customer service and communication skills Ability to coach technicians and hold the team accountable A natural sense of urgency with a steady, calm presence Comfort making decisions without needing to elevate everything Location This role is primarily in our Columbia, MO office. We’ve learned that our best teamwork, communication, and service quality happen when our operations lead is onsite with the team. Once you’re fully established, occasional remote days are fine, but the core of this job is in person. Compensation Competitive salary based on experience, plus benefits. #J-18808-Ljbffr