Manager, Service

Key Responsibilities

• Lead, mentor, and manage technical teams, including IT support, systems engineers, and NOC staff.
• Set performance goals, conduct regular evaluations, and foster professional development.
• Ensure the team operates collaboratively, meeting SLAs (Service Level Agreements) and KPIs.
• Track and analyze service delivery metrics, such as uptime, resolution times, and customer satisfaction.
• Oversee the end-to-end delivery of IT services, ensuring high quality and timely support.
• Develop and enforce processes for incident management, problem resolution, and change management.
• Serve as the primary contact for key clients, ensuring their needs are understood and addressed.
• Regularly meet with clients to review service performance, discuss improvements, and identify opportunities.
• Build and maintain strong, trust-based relationships with clients.
• Monitor and optimize service delivery workflows to improve efficiency and effectiveness.
• Implement and manage tools and systems (e.g., PSA and RMM platforms) to enhance operations.
• Ensure compliance with industry standards, security protocols, and regulatory requirements.
• Collaborate with senior leadership to define and implement service delivery strategies.
• Identify opportunities for new services and enhancements to meet client needs.
• Stay informed about industry trends and emerging technologies to ensure competitive offerings.
• Oversee and coordinate IT projects, including deployments, migrations, and upgrades.
• Work closely with project managers to ensure projects are delivered on time and within scope.
• Monitor progress, address risks, and communicate updates to clients and stakeholders.
• Generate reports for internal use and client reviews, providing actionable insights.
• Use data to identify trends, recurring issues, and opportunities for improvement.

Key Qualifications

• 5+ years of experience in IT service management, preferably in an MSP environment.
• 2+ years in a leadership or managerial role.
• Proven track record of managing technical teams and delivering IT services at scale.
• Strong understanding of IT infrastructure, including networking, servers, virtualization, and cloud platforms.
• Familiarity with ITSM tools (e.g., ConnectWise, Autotask, ServiceNow) and RMM solutions.
• Knowledge of cybersecurity best practices and compliance standards.
• Strong leadership and team management abilities.
• Excellent communication and client relationship management skills.
• Analytical mindset with a focus on problem-solving and continuous improvement.
• Ability to prioritize and manage multiple responsibilities in a fast-paced environment.