Service Operations Manager( IT Background)

Express Employment; New York (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Career advancement

Benefits package

Job summary

Express Employment is seeking an experienced Service Operations Manager to lead the Service Operations Team within a fast-paced MSP environment. You will oversee day-to-day service operations, ensure SLA adherence, and drive continuous improvement for client satisfaction.

The role emphasizes coaching, KPI monitoring, and coordinating onboarding/offboarding while aligning with leadership on service strategy. Strong MSP tooling experience is valued.

Qualifications

• Bachelor's degree in IT, Business Management, or related field preferred; equivalent experience may be substituted.
• 5+ years in an MSP, IT support, or service operations environment.
• 2+ years of leadership or supervisory experience.
• Experience coaching and developing employees.
• Strong understanding of MSP service delivery, ticketing workflows, escalations, and client support operations.

Responsibilities

• Lead and manage the daily operations of the Service Operations Team.
• Oversee ticket workflows, escalations, and workload distribution to ensure timely issue resolution.
• Ensure team adherence to SLAs, operational standards, and service delivery expectations.
• Monitor ticket quality, documentation accuracy, and overall service performance.
• Coordinate client employee onboarding and offboarding processes to ensure accuracy and efficiency.

Skills

Leadership

Customer focus

Communication

Project management

Problem-solving

Education

Bachelor's degree in IT or related field

Tools

HaloPSA

ConnectWise

Job description

Job Description

We are seeking an experienced and driven Service Operations Manager to lead our Service Operations Team and ensure the consistent delivery of high-quality support services across our client base. This role is responsible for overseeing day-to-day service operations, team performance, client experience, operational efficiency, and continuous improvement initiatives within a fast-paced Managed Service Provider (MSP) environment.

The ideal candidate is an operational leader who thrives in a service-driven environment, understands MSP workflows and service delivery, and can effectively lead a technical support team while maintaining a strong focus on client satisfaction and operational excellence.

Key Responsibilities

Service Delivery & Operations

• Lead and manage the daily operations of the Service Operations Team
• Oversee ticket workflows, escalations, and workload distribution to ensure timely issue resolution
• Ensure team adherence to SLAs, operational standards, and service delivery expectations
• Monitor ticket quality, documentation accuracy, and overall service performance
• Coordinate client employee onboarding and offboarding processes to ensure accuracy and efficiency
• Manage team scheduling and resource allocation to maintain appropriate support coverage
• Review client concerns and coordinate timely resolutions with internal departments

Team Leadership & Performance Management

• Coach, mentor, and develop Service Operations Team members
• Conduct performance reviews, provide ongoing feedback, and support employee development
• Monitor team KPIs, productivity, and service metrics
• Foster accountability, collaboration, and continuous improvement across the team

Process Improvement & Technology Management

• Identify opportunities to improve workflows, processes, and operational efficiency
• Assist in implementing and managing MSP operational tools and platforms
• Support and oversee RMM, EDR, MDR, monitoring, and operational technology initiatives
• Participate in Root Cause Analysis (RCA), incident reviews, and postmortem discussions
• Recommend new tools, automation opportunities, and operational improvements to leadership

Client & Stakeholder Engagement

• Serve as a point of contact for service-related client escalations and operational concerns
• Collaborate with leadership on operational planning and service strategy
• Maintain strong communication with technical teams, vendors, leadership, and clients
• Represent the Service Operations Team in internal and external meetings when needed

Qualifications

• Bachelor's degree in IT, Business Management, or related field preferred; equivalent experience may be substituted
• 5+ years in an MSP, IT support, or service operations environment
• 2+ years of leadership or supervisory experience
• Experience coaching and developing employees
• Strong understanding of MSP service delivery, ticketing workflows, escalations, and client support operations
• Experience with PSA/ticketing systems such as HaloPSA, ConnectWise, or similar platforms
• Understanding of SLAs, KPIs, reporting, and quality assurance processes
• Experience coordinating client onboarding and offboarding processes
• Experience implementing and monitoring RMM, EDR, MDR, and other operational technology tools in an MSP environment
• Strong leadership, organizational, and problem-solving skills
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Customer-focused mindset with strong relationship management abilities

Preferred Qualifications

• ITIL Foundation certification or equivalent service management training preferred
• Prior MSP team management experience preferred
• Familiarity with Microsoft 365 and MSP operational tools preferred

What We Offer

• Opportunities for skill development and career advancement
• Competitive compensation based on experience
• Competitive Benefits Package including:

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