MSP Services Manager - Lead IT & Client Delivery

ptg; Tucson (AZ); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical/dental/vision

Life insurance

401k match

Unlimited PTO

Holidays & Floating

Gym reimbursement

Amazon Prime reimbursement

Volunteer time

Paid parental leave

Paid certifications

Learning programs

Job summary

COURSER is seeking an MSP Services Manager to lead and oversee the delivery of IT services in a Managed Service Provider environment. This role focuses on client satisfaction, efficient operations, and continuous improvement of service delivery processes.

You will manage technical teams, oversee projects, and maintain strong client relationships while guiding service delivery to meet SLAs and KPIs. This is a fast-paced IT role with growth opportunities.

Qualifications

• 5+ years of IT service management experience, 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, networking, servers, virtualization, and cloud platforms.
• Familiarity with ITSM tools (ConnectWise, Autotask, ServiceNow) and RMM solutions.
• Knowledge of cybersecurity best practices and compliance standards.
• Strong leadership and client relationship abilities; excellent communication.
• Analytical mindset with a focus on problem-solving and continuous improvement.
• Ability to prioritize and manage multiple responsibilities in a fast-paced environment.

Responsibilities

• Lead, mentor, and manage technical teams, including IT support and NOC staff.
• Set performance goals, conduct evaluations, and foster development.
• Ensure SLAs and KPIs are met across service delivery.
• Oversee end-to-end IT service delivery with high quality and timeliness.
• Act as escalation point for critical issues and guide resolutions.
• Develop and enforce incident, problem, and change management processes.
• Serve as primary client contact, ensuring needs are understood and addressed.
• Regularly review service performance with clients and identify improvements.
• Build and maintain trust-based client relationships.
• Monitor workflows to improve efficiency and effectiveness.
• Implement and manage PSA and RMM tools to optimize operations.
• Ensure compliance with industry standards and security protocols.

Skills

IT service management

Leadership

Client relationships

IT infrastructure

ITSM tools

Cybersecurity basics

Communication

Analytical mindset

Multitasking

Education

ITIL Foundation or higher

CompTIA Network+/Security+

Microsoft Certified: Azure Administrator Associate

Cisco CCNA or higher

Tools

ConnectWise

Autotask

ServiceNow

RMM

Job description

COURSER is seeking an MSP Services Manager to lead and oversee the delivery of IT services in a Managed Service Provider environment. This role focuses on client satisfaction, efficient operations, and continuous improvement of service delivery processes.

You will manage technical teams, oversee projects, and maintain strong client relationships while guiding service delivery to meet SLAs and KPIs. This is a fast-paced IT role with growth opportunities.