Manage a team of help desk and field technicians, including scheduling and performance reviews
Role guide
Service Manager
The service manager owns the delivery engine of the MSP. They lead the technical team, enforce SLA adherence, drive client satisfaction, and bridge the gap between operations and leadership.
Day-to-day
Responsibilities
Own service desk SLAs and KPIs (first response time, resolution time, CSAT scores)
Conduct regular 1:1s with technicians and escalate HR matters to leadership
Run daily ticket queue reviews and identify bottlenecks or recurring issues
Partner with account managers on client escalations and QBR preparation
Develop and enforce standard operating procedures (SOPs) for service delivery
What you need
Requirements
3–5 years of MSP service desk experience including leadership or team lead responsibilities
Strong understanding of ITIL service management principles
Proficiency in PSA platforms (ConnectWise Manage, Autotask, HaloPSA)
Track record of improving team KPIs and client satisfaction scores
Excellent communication skills for both technical team members and client-facing situations
Experience with workforce management and scheduling for shift coverage
Typical salary range: $65,000 – $95,000
Ranges based on aggregated MSP operator data. Actual compensation depends on location, company size, and level of experience.