Managed Services Manager

Covenant Technology Partners; Las Vegas (NV); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Covenant Technology Partners is a US-based Microsoft Partner delivering managed IT services and technology consulting. This true player-coach role oversees the Managed Services function while actively delivering services, triaging tickets, and supporting internal operations.

The position requires strategic vision and hands-on execution with flexibility in work location, within policy constraints for some states.

Qualifications

• Minimum 5 years of IT service delivery or managed services experience.
• Hands-on ticket resolution and client support responsibilities expected.
• Balanced leadership with individual contributor work in a player-coach capacity.
• Experience with cloud platforms and MSP delivery.
• Familiarity with Microsoft solutions is a plus.

Responsibilities

• Oversee delivery of managed IT services and ensure SLA adherence.
• Manage internal IT support function, triage and ticket prioritization.
• Lead client relationships and serve as primary contact for service delivery.
• Drive quarterly business reviews and maintain KPI dashboards.
• Ensure contractual compliance and proactive task management.
• Develop and manage the MSP portfolio and revenue growth.
• Move portfolio towards subscription-based engagements.
• Monitor gross margin and adjust engagements as needed.
• Mentor and coach team members and stay current with industry trends.

Skills

Leadership

ITSM

Project management

Client relationships

Cloud platforms

Team coaching

Education

Bachelor's degree

PMP certification preferred

Tools

ConnectWise

Microsoft solutions

Job description

Covenant Technology Partners is a US based Microsoft Partner, management and technology consulting and Managed Services firm specializing in helping our clients through innovative use of Microsoft technologies. Our team members grow in an energetic, team-oriented and entrepreneurial-minded firm with challenging consulting projects and Managed Services engagements. Covenant attracts highly qualified and diverse professionals nationwide with the right combination of business, technical and creative skills. Our consultants are motivated to make a personal impact on both the growth and success of the firm and their personal careers.

This is a true “player-coach” role. In addition to leading the Managed Services function, the successful candidate is expected to remain actively engaged in service delivery, including triaging, owning, working, and resolving client and internal support tickets when needed. This role is not limited to supervision or delegation; it requires someone who can lead the team while also contributing directly to day-to-day technical and operational execution. This role is critical in maintaining the highest standards of service and client satisfaction. This is a highly influential role within the organization and will require both strategic vision and the willingness to be hands-on with clients and internal stakeholders. The ideal candidate will be able to prioritize and take ownership of tasks that will come from a diverse set of stakeholders within the organization.

The work location for this role is flexible if approved by Covenant except this position may not be performed remotely from Colorado and California.

Responsibilities:

• Oversees the delivery of managed IT services to clients, ensuring high levels of performance and compliance with SLAs.
• Oversees the internal IT support function for the firm, including triage, prioritization, and assignment of tickets, monitoring tickets to ensure timely resolution.
• Manages client relationships, acting as the primary point of contact for Managed Services clients regarding service delivery and project management.
• Prepares, schedules, and drives Quarterly Business Reviews with all Managed Services and CSP Clients. Maintains a QBR database and dashboard to provide visibility to firm leadership.
• Ensures contractual compliance for all Managed Services clients. Schedules proactive tasks in advance and ensures appropriate SME are assigned and complete the tasks. Maintains records of proactive task completion and ensures this data is reported back to the client during the Quarterly Business Review.
• Takes ownership of the Managed Services business portfolio. Actively engages with client managers and solution leads to align on identified opportunities, ensuring timely completion of estimates (WBS), scope and assumptions required by client managers to complete client proposals and statements of work.
• Aggressively identifies and pursues Managed Services pipeline opportunities to increase profitability and grow the Managed Services division.
• Collaborates with client managers and managed services clients to proactively move our portfolio to the subscription fee engagement model.
• Monitors divisional gross margin and identifies engagements requiring management intervention or course correction.
• Creates and maintains the vision for the Managed Services business including the annual business forecast and business plan. Regularly meets with business stakeholders to align on pipeline and business forecasts. Reviews and provides regular progress reports to business leaders in both written and in-person presentation forums.
• Defines and monitors critical Key Performance Indicators within the Managed Services division, identifying trends and optimization opportunities.
• Actively monitors the Service Board, assigns incoming tickets appropriately, works and resolves tickets directly when needed, monitors aging tickets, and drives issues to completion through escalation or hands-on resolution.
• Establishes and maintains robust vendor relationships with key vendors including Microsoft and ConnectWise.
• Coordinates and leads project management activities for service implementations and ongoing operations. Project management for delivery projects outside of Managed Services when assigned.
• Uses AI and automation to improve efficiency and productivity within the Managed Services space.
• Reviews and approves time entry and client invoicing and proactively manages actuals to budget. Review and update team member forecasts each week.
• Operates in an agile environment to meet the dynamic needs of the business.
• Focuses on flexibility, scalability and remote access within hybrid and cloud environments.
• Monitors and reports on service performance metrics, identifies areas for improvement, and implements corrective actions as necessary.
• Collaborates closely with Marketing team to generate and update go to market materials related to Managed Services. Periodically provides blog and client newsletter content.
• Generates and maintains MSP related Intellectual Property and documentation.
• Collaborates with internal teams to develop and implement service improvement plans, operational best practices, and process enhancements.
• Participates in internal projects and initiatives as assigned.
• Ensures adherence to company policies, procedures, and best practices in service delivery.
• Mentors and supports team members through coaching, technical guidance, hands-on collaboration, and direct participation in ticket resolution and service delivery.
• Stays current with industry trends and advancements in technology to ensure the company remains competitive.

Qualifications:

Education, License or Certification:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field or equivalent experience.
• Project Management Professional (PMP) or equivalent certification preferred.

Experience:

• Minimum of 5 years of experience in IT service delivery or managed services.
• Demonstrated experience working directly in IT support, managed services, or technical service delivery, including hands-on ticket resolution and client support responsibilities.
• Comfortable balancing leadership responsibilities with individual contributor work in a player-coach capacity.
• Experience in Cloud Platforms.
• Experience with ConnectWise is a plus.
• Experience with Microsoft solutions a plus – Data & AI, Digital and App Innovation, Dynamics, Modern Work, Security & Infrastructure.
• Proven experience in project management, including planning, execution, and monitoring of IT projects.
• Strong understanding of IT service management (ITSM) frameworks and best practices.
• Excellent client relationship management skills.
• Strong leadership and team management abilities.

We foster diversity, in part, by imposing a strict policy of non-discrimination. Employment decisions are made without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, age, religion, disability, veteran or military status, genetic information or other status protected by the law.

We value the unique skills and experiences that veterans and separated service members bring to our workforce. While serving our country you have gained skills such as leadership, flexibility, and agility, which will help to make you successful here. We are dedicated to supporting military families and ensuring that we provide a welcoming environment for our country’s heroes. We hope you consider joining the Covenant family.