IT Service Manager

Palmetto Technology Group (PTG); Tucson (AZ); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401k match

Unlimited PTO

Gym reimbursement

Amazon Prime reimbursement

Volunteer time

Paid certifications

Learning programs

Job summary

COURSER is seeking an experienced MSP Services Manager to lead and oversee IT services delivery in a fast-paced MSP environment. You will manage technical teams, ensure SLA/KPI performance, and maintain strong client relationships across multiple engagements.

The role emphasizes process improvement, incident management, and coordinating with projects and senior leadership to drive service excellence and growth within COURSER’s nationwide client base.

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.

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.
• Oversee the end-to-end delivery of IT services, ensuring high-quality and timely support.
• Act as an escalation point for critical technical issues and guide teams in resolving complex problems.
• 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.
• Track and analyze service delivery metrics, such as uptime, resolution times, and customer satisfaction.
• Generate reports for internal use and client reviews, providing actionable insights.
• Use data to identify trends, recurring issues, and opportunities for improvement.

Skills

IT service management

Leadership

Client relationship mgmt

IT infrastructure

ConnectWise

Autotask

ServiceNow

RMM tools

Cybersecurity best practices

Education

ITIL Foundation or higher

CCNA or higher

Microsoft Certified: Azure Administrator Associate

CompTIA Network+/Security+

Tools

ConnectWise

Autotask

ServiceNow

Job description

Who We Are

COURSER is a partnership platform that helps technology service companies identify and take the next step in growth. Our organization has a strong company culture built on our values of Teamwork, Service, Growth-Minded, Trust, and Innovative. Our team dedicates their time working together to provide phenomenal experience for our customers. Be ready to join a fast-paced, ever-evolving IT company that is bringing on new customers and team members to continue strong growth into the future.

Who We Are

COURSER is a partnership platform that helps technology service companies identify and take the next step in growth. Our organization has a strong company culture built on our values of Teamwork, Service, Growth-Minded, Trust, and Innovative. Our team dedicates their time working together to provide phenomenal experience for our customers. Be ready to join a fast-paced, ever-evolving IT company that is bringing on new customers and team members to continue strong growth into the future.

Manager, Services

We are looking for a highly skilled and experienced MSP Services Manager to lead and oversee the delivery of IT services in a Managed Service Provider (MSP) environment. This role is pivotal in ensuring exceptional client satisfaction, efficient operations, and continuous improvement of service delivery processes. The MSP Services Manager will manage technical teams, oversee projects, and maintain strong client relationships.

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
• Oversee the end-to-end delivery of IT services, ensuring high-quality and timely support
• Act as an escalation point for critical technical issues and guide teams in resolving complex problems
• 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
• Track and analyze service delivery metrics, such as uptime, resolution times, and customer satisfaction
• 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

Preferred Experience

• Experience with ConnectWise
• ITIL Foundation or higher
• CompTIA Network+/Security+.
• Microsoft Certified: Azure Administrator Associate or similar
• Cisco CCNA or higher

What We Do For You

At COURSER we prioritize our employees’ personal and professional development, offering best in class training, mentorship, and opportunities for growth through our self-promotion paths. We encourage innovation and challenging the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together.

Benefit Highlights

• Competitive benefits package, including medical, dental, vision, and life insurance
• 401k match
• Unlimited Approved PTO after one year (2 weeks your first year)
• 10 Holidays including your Birthday and a Floating Holiday!
• Gym reimbursement
• Amazon Prime reimbursement
• 40 Hours for Volunteer Time
• Paid Maternity and Paternity leave
• Paid certifications
• Learning and development programs

Courser is an equal opportunity employer. Applications are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state, or local laws.