What are the responsibilities and job description for the Service Manager (MSP – Helpdesk Operations) position at Bowman Williams?
A fast-growing Managed Services Provider (MSP) is seeking an experienced Service Manager to lead its Helpdesk Service Department. This role is ideal for a proven MSP leader who can own service delivery, manage escalations, and develop a high-performing support team in a fast-paced environment.
You’ll work alongside a collaborative, technically strong team while overseeing service operations for a growing client base. Prior MSP industry experience is required.
Key Responsibilities
Service Delivery
- Lead day-to-day Helpdesk operations to ensure efficient, high-quality support
- Track and improve key service metrics (response time, resolution, CSAT)
- Own escalations and serve as the primary contact for high-priority issues
Team Leadership
- Lead and support Pod Managers and Helpdesk staff
- Foster a positive, growth-oriented team culture
- Provide coaching, feedback, and career development guidance
- Oversee staffing, scheduling, and resource planning
Client & Stakeholder Management
- Communicate technical issues clearly to executives and VIP clients
- Manage client escalations with professionalism and urgency
- Collaborate closely with internal teams to resolve complex issues
Process & Strategy
- Identify recurring issues and improve workflows and procedures
- Support strategic initiatives and participate in EOS planning
- Align service delivery goals with broader company objectives
Operations
- Manage on-call schedules and after-hours decision-making
- Balance urgent support needs with long-term operational improvements
Qualifications (Must-Have)
- 5–7 years of experience in IT service management within an MSP environment
- Strong leadership and people management skills
- Proven experience managing SLAs, service metrics, and escalations
- Excellent communication skills with both technical teams and clients
- Ability to operate confidently in fast-paced, high-pressure environments
Location & Schedule
- Lakewood, NJ
- Office hours: 9:00 AM – 6:00 PM
- Hybrid schedule: 3 days in-office, 2 days remote
Compensation & Benefits
- Salary: $120,000–$130,000, depending on experience
- Nationwide medical insurance
- Dental insurance
- Company-paid life and long-term disability insurance
- Paid time off
- Professional development assistance
- FSA and HSA options
Candidates without MSP industry experience will not be considered.
Salary : $120,000 - $130,000