Manager - MSP Service Support

SHI International Corp.

1d•$159,000 - $190,000•Onsite

About The Position

The On-site MSP Manager of IT Service Support is a critical leadership role responsible for managing the delivery of IT support and managed services for a confidential major enterprise client’s NYC Service Center, as part of a dedicated SHI team. This manager will ensure that all aspects of service delivery meet or exceed the client’s expectations and the contractual Service Level Agreements (SLAs) defined in the Statement of Work (SOW). The role requires strong technical acumen, excellent team leadership, and the ability to foster a culture of operational excellence and customer satisfaction. This role will be directly responsible for individual contributors that will be a mix of SHI employees and contractors.

Requirements

Proven leadership experience in an IT service support or managed services environment, preferably supporting large enterprise or public sector clients.
Strong technical background in IT infrastructure, cloud services (Azure/M365), networking, and end-user support.
Deep understanding of IT service management principles and hands-on experience with ITSM tools.
Excellent problem-solving and decision-making abilities in a fast-paced, high-visibility environment.
Strong written and verbal communication skills, capable of articulating technical and business concepts to diverse audiences.
Experience managing contractors or vendor-based support teams in a customer-facing setting.
Completed Bachelor’s Degree in a related field or related relevant experience
Ability to travel 20%

Nice To Haves

Professional certifications (ITIL, PMP, Microsoft Certified, Azure, etc.).
Experience with cloud services (Azure, M365), modern IT infrastructure, and security device management.
Demonstrated success in managing service delivery for high-performing technical support teams.
Understanding of SOW delivery, SLA management, and service governance.
Experience with financial management and budgeting for IT support operations.

Responsibilities

Team Leadership & Operations: Oversee the day-to-day operations of the dedicated onsite and remote SHI contractor team, ensuring efficient and effective IT service delivery for approximately 150 client employees.
Manage and develop a team of Support Engineers (L1, L2, Application Support, SQL DBA, O365/Azure/Network Engineers), ensuring adherence to SLAs and high-quality customer service.
Act as the primary onsite point of escalation for technical and service issues, coordinating with remote SHI resources as needed.
Service Management & Delivery: Ensure all managed services defined in the SOW are delivered, including Service Desk, Hardware Support, End-User Support, Azure IaaS/PaaS Management, Network & Security Device Management, Database Administration, Backup & DR, and Service Monitoring.
Monitor performance metrics, ticket trends, and SLA scorecards; implement strategies for continuous improvement.
Lead on-site onboarding and knowledge transfer activities for new hires and contractors.
Customer Relationship & Stakeholder Management: Serve as the primary technical liaison between client stakeholders and the SHI-managed services team, representing SHI in all onsite engagements and reviews. This will be in conjunction with a Technical Account Manager.
Foster strong relationships with client executives, technical contacts, and end-users, ensuring clear communication and alignment of IT support with business goals.
Strategic Planning & Governance: Participate in Quarterly Business Reviews and other governance meetings, providing reporting and insight into service delivery performance and opportunities for optimization.
Maintain, update, and provide documentation, reports, runbooks, and knowledge base relevant to the client environment.
Compliance & Best Practices: Ensure all activities comply with the client’s security, compliance, and operational requirements.
Promote adherence to ITSM best practices and SHI operational standards.
Budget & Resource Management: Support resource allocation and cost control efforts as required by the SHI SOW, collaborating with remote Technical Account Managers and SHI management.