We are a fast growing Managed Service Provider delivering high quality IT and cloud services to a growing client base. We are hiring a Service Manager to lead the Helpdesk function and ensure consistent, responsive, and well managed service delivery across all clients.
This role is ideal for someone with MSP experience who enjoys leading teams, managing escalations, and balancing day to day operations with longer term service improvements. You will work closely with leadership, technical teams, and clients while helping scale processes in a fast paced environment.
What You Will Do
Oversee daily Helpdesk operations to ensure timely, high quality support
Track and improve key service metrics including response time, resolution time, and CSAT
Act as the escalation point for high priority client issues
Lead and support Pod Managers, fostering accountability and a growth focused culture
Provide regular feedback, coaching, and career development support
Plan staffing and resource allocation to meet client demand
Communicate technical issues clearly to executives and VIP clients
Partner with internal teams to resolve escalations and align service delivery
Improve workflows, address recurring issues, and support strategic initiatives
Participate in EOS planning and align service goals with company objectives
Manage on call coverage and make sound after hours decisions when needed
What You Bring
5 to 7 years of experience in MSP leadership
Strong people leadership skills with experience managing technical teams
Proven ability to track metrics and drive continuous improvement
Experience handling client escalations in fast paced environments
Strong communication skills with the ability to speak confidently with executives
Organized, analytical, and comfortable balancing urgent issues with long term priorities
Pay and Benefits
$120k to $130k DOE
Medical insurance
Dental insurance
Life insurance provided
Long term disability insurance provided
Paid time off
Professional development assistance
FSA and HSA options
Hybrid schedule, 3 days in office and 2 days work from home
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