Service Manager

COURSER accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth-Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast-paced IT environment, join our rapidly expanding team and contribute to our ongoing success.

We are looking for a highly skilled and experienced Service Manager to lead and oversee the delivery of IT services in a Managed Service Provider (MSP) environment. This role is pivotal in ensuring exceptional client satisfaction, efficient operations, and continuous improvement of service delivery processes. The MSP Service Manager will manage technical teams, oversee projects, and maintain strong client relationships.

• 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 (Service Level Agreements) 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 (e.g., PSA and RMM platforms) 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.

• 5+ years of experience 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.
• Familiarity with ITSM tools (e.g., Connect Wise, Autotask, Service Now) and RMM solutions.
• Knowledge of cybersecurity best practices and compliance standards.
• Strong leadership and team management abilities.
• Excellent communication and client relationship management skills.
• Analytical mindset with a focus on problem-solving and continuous improvement.
• Ability to prioritize and manage multiple responsibilities in a fast-paced environment.

• Experience with Connect Wise. MSP Experience preferred
• ITIL Foundation or higher.
• Microsoft Certified:
  Azure Administrator Associate or similar.
• Cisco CCNA or higher.

At COURSER, we prioritize the personal and professional development of our employees. We offer best-in-class training, mentorship, and clear self-promotion paths to help you grow. We foster a culture of innovation and encourage challenging the status quo. With teams located across the country, we leverage a wealth of knowledge and a collaborative spirit, eager to share and grow together.

• Competitive benefits package, including medical, dental, vision, and life insurance
• Unlimited vacation time*
• 10 Holidays including your Birthday and a Floating Holiday!
• Healthy…