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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Operations Manager( IT Background) - **Company:** Express Employment International - **Location:** Hauppauge, NY, United States - **Experience:** Experienced - **Salary:** $90,000.0 - $115,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Issue Tracking Systems - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=12733684d439a85d ## About the Role * 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 ## 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., 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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