MSP IT Service Delivery Leader

Courser; Tucson (AZ); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

401(k) company match

Flexible vacation time

Paid sick time

Paid parental leave

Certification reimbursement

Job summary

Courser is seeking a skilled Manager, Service to lead IT service delivery in a fast-paced MSP environment. You will manage technical teams, oversee projects, and maintain strong client relationships to ensure satisfaction and efficiency.

You will set goals, monitor KPIs, and drive continuous improvement while collaborating with senior leadership to define service delivery strategies and opportunities for new offerings.

Qualifications

• 5+ years in IT service management, preferably MSP.
• 2+ years in a leadership or managerial role.
• Proven track record managing technical teams at scale.
• Strong understanding of IT infrastructure and cybersecurity basics.

Responsibilities

• Lead, mentor, and manage technical teams including IT support and NOC.
• Ensure SLAs and KPIs are met and drive continuous improvement.
• Oversee end-to-end delivery of IT services with high quality and timeliness.
• Develop incident, problem, and change management processes.
• Maintain strong client relationships and regular performance reviews.
• Monitor metrics, report insights, and identify optimization opportunities.
• Collaborate with project managers to ensure on-time, in-scope deployments.

Skills

Leadership

Communication

Client relationship management

Analytical mindset

Problem solving

Team management

Prioritization

Education

ITIL Foundation or higher

CompTIA Network+/Security+

Microsoft Certified: Azure Administrator Associate

Cisco CCNA or higher

Tools

ConnectWise

Autotask

ServiceNow

RMM platforms

Job description

Courser is seeking a skilled Manager, Service to lead IT service delivery in a fast-paced MSP environment. You will manage technical teams, oversee projects, and maintain strong client relationships to ensure satisfaction and efficiency.

You will set goals, monitor KPIs, and drive continuous improvement while collaborating with senior leadership to define service delivery strategies and opportunities for new offerings.