About This Role
This Service Manager role is for an experienced, hands-on leader to develop and lead a technical support organization within a growing Managed Services Provider (MSP). The position focuses on team development, operational excellence, and delivering exceptional client experiences, overseeing daily service operations and mentoring technical staff.
Responsibilities
- Lead, mentor, and develop a team of service desk and technical support professionals
- Foster a customer-first culture focused on responsiveness, technical excellence, and client satisfaction
- Oversee ticket queues, workload distribution, and resource allocation to ensure service level objectives are met
- Partner with senior engineers to resolve escalated and complex technical issues
- Develop and maintain knowledge base documentation, standard operating procedures, and troubleshooting resources
- Establish, monitor, and report on key performance indicators (KPIs), service metrics, and operational goals
- Analyze service trends and recommend process improvements to increase efficiency and customer satisfaction
- Identify training opportunities and coordinate technical and professional development programs
- Stay current with emerging technologies and industry best practices to improve service delivery and operational effectiveness
- Recruit, coach, and retain high-performing technical staff
- Participate in escalations and support emergency situations as needed, including occasional after-hours availability
Requirements
- Strong background supporting and managing Windows-based infrastructures
- Hands-on experience with:
- Active Directory
- Windows Server environments
- Microsoft Exchange
- Microsoft 365
- Networking technologies and troubleshooting
- Previous help desk or service desk experience, including desktop deployment, hardware/software troubleshooting, upgrades, and end-user support
- Experience utilizing PSA/ticketing platforms such as ConnectWise Manage or similar solutions
- Experience with RMM tools such as ConnectWise Automate or equivalent monitoring and management platforms
- Familiarity with both application support and infrastructure support environments
- 3+ years of IT service management or technical team leadership experience
- Prior experience working within a Managed Services Provider (MSP) environment is strongly preferred
- Proven ability to manage service delivery operations and achieve business objectives
- Strong communication and interpersonal skills with the ability to engage both technical and non-technical stakeholders
