MSP Service Manager (In-Office)

TeamLogic IT, Durham, NC•Durham, NC

5d•$95,000 - $115,000•Onsite

About The Position

TeamLogic IT, known for its award-winning customer service and "People First" culture, is a rapidly growing franchise with over 300 locations and 1000+ engineers across North America. Working here means collaborating in a fast-paced, dynamic environment with continuous learning and growth. About TeamLogic IT of Durham Join our award-winning team (2024 Franchisee of the Year), serving Durham, the Research Triangle Park (RTP), Chapel Hill and North Raleigh, with a commitment to world-class client service and a strong company culture. Job Summary The Service Manager owns day‑to‑day service delivery for all managed services clients. This role is accountable for ticket flow, SLA performance, alert response quality, technician effectiveness, and overall client experience. The Service Manager is a service leader, not a primary technician. Success is measured by predictable outcomes, healthy workflows, and strong team performance, not by individual ticket closures.

Requirements

5+ years working in a Managed Service Provider (MSP) environment
Prior responsibility for ticket‑based, SLA‑driven service delivery
Experience leading or managing technical teams in a fast-paced support environment
Proven ability to prioritize competing issues, alerts, and client needs
Strong understanding of MSP service workflows and ticketing systems
Working knowledge of Microsoft 365 environments (Outlook, SharePoint, Teams, Entra ID)
Working knowledge of endpoint management and security alerts (RMM, SOC, backup, phishing)
Working knowledge of common MSP tools and alert‑driven support models
Ability to assess technical risk, determine escalation needs, and guide resolution
Comfortable discussing technical issues with technicians and clients without being the primary engineer

Nice To Haves

Technical or service management certifications (e.g., ITIL) are a plus, but not required
Formal education is not required
Relevant experience in MSP service leadership is valued over degrees

Responsibilities

Own service outcomes across all managed services clients
Monitor ticket queues, backlog, aging, and SLA compliance daily
Ensure alerts (SOC, RMM, backup, network) are triaged, prioritized, and resolved appropriately
Identify recurring issues and drive root‑cause resolution
Maintain consistent service quality across clients and contracts
Directly manage all technicians (L1–L3, Help Desk, contractors)
Set and enforce expectations for ticket ownership, escalation, documentation, and communication
Conduct regular 1:1s focused on performance, efficiency, and development
Coach technicians on prioritization, decision‑making, and client communication
Participate in hiring, onboarding, performance reviews, and corrective action when needed
Define and enforce clear escalation paths (technical, time‑based, risk‑based)
Balance workloads to prevent bottlenecks and burnout
Coordinate with the Technical Strategist on standards, complex escalations, and onboarding handoffs
Own the transition of new clients and projects into steady‑state support
Ensure timely, professional communication on tickets and escalations
Review negative feedback or service issues and lead corrective action
Provide service insights to support QBRs/QTRs and client planning
Protect consistency while respecting client‑specific agreements
Continuously improve service processes, SOPs, and tooling usage
Leverage PSA data to identify inefficiencies and training gaps
Help scale service operations as ticket volume and complexity grow