IT Service Manager

Courser•Tucson, AZ

72d

About The Position

We 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.

Requirements

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 standards
Strong leadership and team management abilities
Excellent communication and client relationship management skills
Analytical mindset with a focus on problem-solving and continuous improvement.
Ability to prioritize and manage multiple responsibilities in a fast-paced environment.

Nice To Haves

Experience with ConnectWise
ITIL Foundation or higher.
CompTIA Network+/Security+.
Microsoft Certified: Azure Administrator Associate or similar.
Cisco CCNA or higher.

Responsibilities

Lead, mentor, and manage technical teams, including IT support, systems engineers, and NOC staff
Set performance goals, conduct regular evaluations, and foster professional development
Ensure 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 support
Act 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 effectiveness
Implement and manage tools and systems (e.g., PSA and RMM platforms) to enhance operations
Ensure 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 upgrades
Work closely with project managers to ensure projects are delivered on time and within scope
Monitor 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.

Benefits

Competitive benefits package, including medical, dental, vision, and life insurance
401k match
Unlimited Approved PTO after one year (2 weeks your first year)
10 Holidays including your Birthday and a Floating Holiday!
Gym reimbursement
Amazon Prime reimbursement
40 Hours for Volunteer Time
Paid Maternity and Paternity leave
Paid certifications
Learning and development programs