IT Service Manager (IN-Remote)

About The Role

battle-tested IT Service Manager

MSP leadership role

Key Responsibilities

• Own the Service Desk: Oversee all daily operations, ensuring SLA targets are consistently met and client satisfaction remains high.
• Lead & Develop the Team: Manage, coach, and support L1–L3 engineers — driving accountability, growth, and performance.
• Ticket & Escalation Management: Prioritize and manage ticket flow efficiently while balancing urgency, client demands, and team workload.
• Data-Driven Management: Monitor and report on key metrics — response times, resolution rates, SLA adherence, and client satisfaction scores.
• Continuous Improvement: Enforce process discipline while identifying automation opportunities and workflow optimizations.
• Client Relationship Management: Build strong client trust, lead difficult conversations, and de-escalate service issues with professionalism and confidence.
• Cross-Functional Collaboration: Work closely with project teams, vCIOs, and account managers to align support services with overall client strategy.
  

What You Bring

• Proven MSP Experience: Demonstrated success managing a service desk in an MSP environment.
• Leadership Skills: Ability to motivate, coach, and hold technical teams accountable in high-pressure settings.
• Technical Depth: Hands-on experience with Microsoft 365, Azure, networking, and security environments.
• Tool Expertise: Proficiency with PSA/RMM systems such as ConnectWise, NinjaOne, IT Glue, or equivalent.
• Crisis Management: Calm, confident handling of client escalations and technical emergencies.
• Analytical Mindset: Ability to interpret metrics and make informed operational decisions.