Manager – MSP Service Support

SHI International Corp.

Manager overseeing IT service support operations for SHI's enterprise client in New York City. Leading a team of engineers and ensuring service delivery meets SLAs.

Posted 5/6/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $140,000 - $180,000 per yearWebsite

Tech Stack

Tools & technologies

AzureCloudITSMSQL

About the role

Key responsibilities & impact

Oversee the day-to-day operations of the dedicated onsite and remote SHI contractor team, ensuring efficient and effective IT service delivery for approximately 150 client employees.
Manage and develop a team of Support Engineers (L1, L2, Application Support, SQL DBA, O365/Azure/Network Engineers), ensuring adherence to SLAs and high-quality customer service.
Act as the primary onsite point of escalation for technical and service issues, coordinating with remote SHI resources as needed.
Ensure all managed services defined in the SOW are delivered, including Service Desk, Hardware Support, End-User Support, Azure IaaS/PaaS Management, Network & Security Device Management, Database Administration, Backup & DR, and Service Monitoring.
Monitor performance metrics, ticket trends, and SLA scorecards; implement strategies for continuous improvement.
Serve as the primary technical liaison between client stakeholders and the SHI-managed services team, representing SHI in all onsite engagements and reviews.
Foster strong relationships with client executives, technical contacts, and end-users, ensuring clear communication and alignment of IT support with business goals.
Participate in Quarterly Business Reviews and other governance meetings, providing reporting and insight into service delivery performance and opportunities for optimization.
Ensure all activities comply with the client’s security, compliance, and operational requirements.
Support resource allocation and cost control efforts as required by the SHI SOW, collaborating with remote Technical Account Managers and SHI management.

Requirements

What you’ll need

Proven leadership experience in an IT service support or managed services environment, preferably supporting large enterprise or public sector clients.
Strong technical background in IT infrastructure, cloud services (Azure/M365), networking, and end-user support.
Deep understanding of IT service management principles and hands-on experience with ITSM tools.
Excellent problem-solving and decision-making abilities in a fast-paced, high-visibility environment.
Strong written and verbal communication skills, capable of articulating technical and business concepts to diverse audiences.
Experience managing contractors or vendor-based support teams in a customer-facing setting.
Completed Bachelor’s Degree in a related field or related relevant experience.
Ability to travel 20%.

Benefits

Comp & perks

Health, wellness, and financial benefits to offer peace of mind to you and your family.
Continuous professional growth and leadership opportunities.
World-class facilities and the technology you need to thrive – in our offices or yours.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT service deliverySupport EngineersSQL DBAO365AzureNetwork EngineeringDatabase AdministrationBackup & DRService MonitoringITSM tools

Soft Skills

leadershipproblem-solvingdecision-makingcommunicationrelationship buildingcustomer servicecollaborationreportingcontinuous improvementstrategic thinking