MSP IT Services Delivery Leader

Transitions Group; Tucson, Northern (AZ, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical benefits

401(k) match

Flexible vacation time

Paid sick time

Holiday time

Job summary

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

You will set performance goals, monitor SLAs and KPIs, drive process improvements, and collaborate with executives to align service delivery with business goals. Strong leadership and communication are essential.

Qualifications

• 5+ years 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.

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 and KPIs.
• Track and analyze service delivery metrics, such as uptime, resolution times, and customer satisfaction.
• Oversee the end-to-end delivery of IT services, ensuring high quality and timely support.
• 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 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.
• 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 management

Communication skills

Analytical thinking

Prioritization

Problem-solving

Team mentoring

Project coordination

Education

ITIL Foundation or higher

Tools

ConnectWise

Autotask

ServiceNow

RMM platforms

Job description

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

You will set performance goals, monitor SLAs and KPIs, drive process improvements, and collaborate with executives to align service delivery with business goals. Strong leadership and communication are essential.