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., 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

• 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

Pulled from the full job description

• Opportunities for advancement, What We Offer
• Opportunities for skill development and career advancement
• Competitive compensation based on experience
• Competitive Benefits Package including