Salary
💰 $130,000 - $150,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Cyber SecurityITSM
About the role
- Lead, mentor, and scale high-performing service teams to deliver a best-in-class client experience
- Drive performance metrics (SLAs, CSAT, NPS) to ensure operational excellence
- Serve as a key escalation point for critical service incidents and client-impacting issues
- Collaborate cross-functionally with IT, engineering, cybersecurity, customer success, finance, and vendors
- Use analytics to anticipate service needs and implement proactive improvements
- Standardize and improve service management processes and tools
- Ensure alignment between service delivery and organizational goals
- Champion a culture of accountability, innovation, and continuous improvement
- Report to the Vice President of Service and shape client experience across technical support, service operations, project services, and cybersecurity (in-office role)
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- Proven success managing technical service teams in an MSP or IT services environment
- Deep understanding of ITIL and service management best practices
- Excellent communication and leadership skills with a track record of driving results
- Experience managing across Windows, Mac, and mobile platforms
- Certifications in IT service management are a plus but not required