MSP IT Services Delivery Leader

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Paid holidays

Certification reimbursement

Parental leave

Volunteer time off

Job summary

Courser is seeking a seasoned Manager, Service to lead IT service delivery within an MSP environment. You will guide technical teams, manage client relationships, and ensure high-quality, timely support across projects and operations.

You will monitor SLAs, drive improvements, and collaborate with senior leadership to shape service strategies. A focus on cybersecurity, compliance, and efficient workflows is essential in this fast-paced role.

Qualifications

• 5+ years in IT service management, preferably MSP.
• 2+ years in a leadership/managerial role.
• Proven track record managing technical teams and delivering IT services at scale.
• Strong understanding of IT infrastructure, networking, servers, virtualization and cloud.
• Familiarity with ITSM tools (ConnectWise, Autotask, ServiceNow) and RMM solutions.
• Knowledge of cybersecurity best practices and compliance standards.
• Strong leadership, communication and client management skills.
• Analytical mindset with problem-solving and continuous improvement.

Responsibilities

• Lead, mentor, and manage technical teams including IT support, systems engineers, and NOC staff.
• Set performance goals, conduct evaluations, and foster development.
• Ensure SLA and KPI achievement across service delivery.
• Track and analyze service delivery metrics like uptime and resolution times.
• Oversee end-to-end delivery of IT services and client satisfaction.
• Develop and enforce incident, problem, and change management processes.
• Serve as primary client contact, addressing needs and expectations.
• Meet with clients to review performance and identify improvements.
• Build trust-based client relationships and optimize workflows.
• Implement tools and systems (PSA and RMM) to enhance operations.

Skills

ITSM

Leadership

Client relations

Analytical thinking

Project oversight

Tools

ConnectWise

Autotask

ServiceNow

RMM

Job description

Courser is seeking a seasoned Manager, Service to lead IT service delivery within an MSP environment. You will guide technical teams, manage client relationships, and ensure high-quality, timely support across projects and operations.

You will monitor SLAs, drive improvements, and collaborate with senior leadership to shape service strategies. A focus on cybersecurity, compliance, and efficient workflows is essential in this fast-paced role.