Own the client service experience: Manage the relationship and service quality for an assigned group of clients.
Monitor service levels and ensure compliance with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Lead regular client service reviews (monthly/quarterly) to discuss performance metrics, incident trends, improvement opportunities, and upcoming initiatives.
Manage escalations: Act as the point of contact for critical client issues, coordinating cross-functional teams to resolve incidents quickly and satisfactorily.
Support onboarding of new clients by coordinating service handover from projects to operational support.
Work with internal technical teams (Service Desk, Infrastructure, Cloud, Security) to ensure service delivery meets or exceeds client expectations.
Analyze ticketing and incident trends, identifying and driving remediation of root causes through proactive service improvements.
Lead internal service improvement initiatives focused on efficiency, quality, and client satisfaction.
Manage client communications during major incidents, planned maintenance, and other impactful events.
Directly manage POD tech support staff: own scheduling, workload distribution, capacity planning, and day-to-day performance.
Conduct regular 1:1s, performance reviews, and accountability conversations.
Have authority to escalate performance issues up to and including termination recommendations.
Build and maintain service delivery SOPs, escalation playbooks, ticket handling standards, and onboarding documentation for the POD.
Own PSA hygiene for the POD: enforce ticket quality standards (notes, categorization, resolution documentation), time entry accuracy and timeliness, and correct work type classification.
Maintain accurate client service documentation, including contacts, service guides, escalation paths, and technical environments.
Provide feedback and ideas to improve MSP service offerings and delivery methods.
Own the financial inputs of POD service delivery: drive tech support staff utilization rates, enforce 95%+ time entry accuracy, manage agreement utilization, identify out-of-scope billing opportunities, and ensure contract compliance.
Assist in risk management: Identify potential operational or contractual risks early and work to mitigate them.

Requirements

Bachelor's Degree in Information Technology, Business Management, or a related field (or equivalent work experience).
5+ years in IT service management, service delivery, or account management, with at least 2 years in a direct people management role, preferably within an MSP environment.
Strong understanding of ITIL framework and service management principles.
Demonstrated track record of building and implementing service delivery frameworks, SOPs, or operational playbooks in an MSP environment — not just executing someone else’s.
Working knowledge of managed IT services, including Service Desk, Infrastructure Support, Backup/Disaster Recovery, Cloud Services, and Cybersecurity.
Familiarity with PSA (Professional Services Automation) and RMM (Remote Monitoring and Management) tools (e.g., ConnectWise, Kaseya, N-Able).
Ability to interpret technical information and explain it to non-technical stakeholders.
Strong understanding of SLA management, incident escalation, and problem management processes.
Excellent communication and interpersonal skills, both written and verbal.
Strong organizational and project management abilities.
Client-first attitude with a focus on building trust and long-term partnerships.
Ability to remain calm and focused under pressure.
Problem-solving mindset with a proactive approach to continuous service improvement.
Leadership qualities, with the ability to motivate and coordinate cross-functional teams; comfortable holding direct reports accountable through clear standards and consistent follow-through.
High degree of self-direction: identifies problems, builds solutions, and leads implementation without waiting to be told.
Brings a point of view and acts on it.

Benefits

Competitive salary commensurate with experience
Comprehensive benefits package including health, dental, and vision insurance.
401(k) retirement plan with company match
Paid time off and holidays
Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT service managementservice deliveryaccount managementITIL frameworkservice delivery frameworksSOPsmanaged IT servicesincident escalationproblem managementticketing analysis

Soft Skills

communication skillsinterpersonal skillsorganizational skillsproject managementclient-first attitudeproblem-solving mindsetleadership qualitiesself-directionability to remain calm under pressureability to motivate teams

Certifications

Bachelor's Degree in Information TechnologyBachelor's Degree in Business Management