Service Operations Manager( IT Background

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.

• 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

• 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

• 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

• 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

• 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, Connect Wise, 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

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

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