IT Service Manager (MSP)

AllSafe IT is seeking a Service Manager with deep technical knowledge and proven leadership experience in a Managed Service Provider (MSP) environment. This pivotal role will oversee our Help Desk and Centralized Services teams, ensure world-class service delivery, and drive continuous improvement in client support operations.

As the Service Manager, you will directly supervise the service delivery functions, mentor a team of highly skilled engineers, and be accountable for meeting SLAs and driving a "Perfect Client Experience." You’ll collaborate cross-departmentally, champion internal process optimization, and foster a culture of excellence and accountability.

What You’ll Do:

• Lead the Team: Manage, coach, and mentor service delivery team members including hiring, onboarding, performance reviews, corrective action (including PIPs), and professional development.
• Own Service Delivery: Ensure the timely and high-quality resolution of service tickets, manage the dispatch process, and maintain accountability for meeting and exceeding SLA targets.
• Drive Technical Escalations: Provide Tier IV support as needed and guide your team through high-impact issues with expert-level oversight.
• Optimize Process & Tools: Continuously evaluate and refine service operations, leveraging automation tools like ConnectWise Manage and RMM platforms to improve outcomes and efficiency.
• Report & Analyze: Track KPIs, generate reports on team performance, client satisfaction, ticket trends, and present insights to leadership to support strategic decisions.
• Ensure Coverage: Manage scheduling to maintain adequate 24/7 support coverage where required and ensure full utilization of technical resources.
• Support Strategic Goals: Work closely with executive leadership to align service delivery with broader company objectives, particularly within the EOS (Entrepreneurial Operating System) framework.

What You’ll Bring:

Technical Expertise

Candidates must possess hands-on architecture or implementation experience or active certification in most of the following areas:

• Microsoft 365 Administrator (MS-102)
• Microsoft Endpoint Administrator (MD-102)
• Windows Server Administrator
• Microsoft Azure Fundamentals (AZ-900)
• CompTIA A , Server , and Network
• Apple Certified Support Professional (ACSP)
• Meraki, Sophos, or Fortinet Firewall Administrator

Leadership Experience

• 3 years in a supervisory or management role with direct reports
• Experience managing full-cycle employee performance: hiring, onboarding/training, performance reviews, coaching, discipline, and terminations
• Ability to lead in a fast-paced, high-accountability MSP culture
• Strong interpersonal and communication skills for team leadership and client interaction

Additional Skills

• 5 years in IT service delivery, preferably in an MSP
• Strong familiarity with ConnectWise Manage, RMM tools, and ITIL-based service processes
• Strategic thinker with a process-orientation and a commitment to operational excellence
• Service mindset with a passion for solving problems and delighting clients
• Preferred: Bachelor’s degree in an IT-related field or equivalent experience

About Us:

Our values are: Good Character, Deliver the Perfect Client Experience, Pursue Growth, Create Fun, and 100% Teamwork.

• Health, dental, and vision insurance 401(k) with employer matching 
• 2 weeks of vacation/year 
• 40 hours of sick pay/year 
• 8 hours of paid volunteer time/year 
• 8 paid holidays per year 
• Bonusly employee-to-employee recognition program 
• Dog-friendly office 

Salary: $110,000-135,000/year