MSP IT Services Delivery Manager

Kids for the Future; Tucson (AZ); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, vision, and life ins.

401(k) company match

Flexible vacation time

10 Holidays incl. Birthday andFloating

Volunteer time (40 hours)

Parental leave

Certification reimbursement

Job summary

Courser is seeking a skilled Manager, Service to lead IT services in a Managed Service Provider (MSP) environment, ensuring client satisfaction, efficient operations, and continuous improvement of service delivery processes.

The role will manage technical teams, oversee projects, and maintain strong client relationships while aligning with security standards and industry best practices.

Qualifications

• 5+ years in IT service management, preferably in an MSP.
• 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.
• Knowledge of cybersecurity practices and compliance standards.
• Excellent communication and client relationship management skills.
• Analytical mindset with a focus on problem-solving and continuous improvement.

Responsibilities

• Lead and mentor technical teams, including IT support, systems engineers, and NOC staff.
• Ensure SLAs and KPIs are met through effective performance management.
• Oversee end-to-end IT service delivery with a focus on quality and timeliness.
• Develop incident, problem, and change management processes.
• Maintain strong client relationships and regular service reviews.
• Monitor delivery metrics and identify improvement opportunities.
• Coordinate IT projects, deployments, migrations, and upgrades.
• Work with project managers to keep projects on time and scope.
• Generate actionable reports for clients and internal teams.
• Leverage data to spot trends and optimize operations.

Skills

Leadership

Client relationships

Communication

Analytical thinking

Prioritization

Education

ITIL Foundation

CCNA

Tools

ConnectWise

Autotask

ServiceNow

Job description

Courser is seeking a skilled Manager, Service to lead IT services in a Managed Service Provider (MSP) environment, ensuring client satisfaction, efficient operations, and continuous improvement of service delivery processes.

The role will manage technical teams, oversee projects, and maintain strong client relationships while aligning with security standards and industry best practices.