IT Service Manager
Core
Lead and manage the Service Department team for a Managed Service Provider (MSP), overseeing service delivery, quality standards, and client escalations.
Role type
Senior IT Service Manager (MSP)
Builds
Managed IT and security services for enterprise clients
Domain
IT Service Management (ITSM) / Managed Service Provider (MSP)
Required skills
Team leadership and hiring, SLA/KPI management, Microsoft 365 and Azure administration, MSP tool proficiency (ConnectWise, RMM, backup/BCDR, endpoint security), vendor management, capacity planning, QC/QA processes
Preferred skills
ITIL 4 Foundation certification, experience with IT Glue, Datto, CrowdStrike, Fortinet, or Barracuda, ConnectWise PSA expertise
Technologies
Azure, Microsoft 365, ConnectWise, RMM, CrowdStrike, Fortinet, Barracuda, IT Glue, Datto
Responsibilities
Lead and manage the Service Department team including recruiting and performance reviews, oversee technical training and cross-training, approve time-off requests and ensure service coverage, plan service capacity and make hiring recommendations, oversee service delivery activities and quality standards, serve as the escalation point for client service issues, deliver monthly service and KPI reports, manage department vendors and spending, lead the NOC steering group, maintain department documentation and processes, identify cross-sell opportunities
Seniority
Senior, hands-on IC with management responsibilities