IT Services Manager

Our client is a Managed Service Provider (MSP) focused on delivering best-in-class IT support, cybersecurity, and compliance solutions to small and medium-sized businesses. They are looking for an IT Services Manager to support their growth by overseeing technical operations, driving continuous improvement across their technology stack and managing projects. This position will be responsible for ensuring client satisfaction, optimizing internal processes, and mentoring technicians.

The ideal candidate is a hands-on technical leader who understands MSP operations, thrives in a fast-paced, service-oriented environment, and can balance strategic planning with day-to-day execution.

What You’ll Do

· Act as the senior technical resource for the team, providing guidance on troubleshooting, recommending improvements to technical stack, and serving as an escalation point for complex issues.

· Support and mentor technicians. Help grow their technical skills, provide day-to-day direction, and reinforce best practices.

· Monitor ticket queues, ensure issues are handled efficiently, and help maintain a high level of client service. Step in when needed to assist technicians or resolve more advanced problems.

· Take ownership of technical projects, manage timelines, and keep stakeholders informed all while effectively multitasking and providing hands-on support to technicians as needed.

· Lead and participate in infrastructure upgrades, cloud migrations, security enhancements, and other technical projects from requirements gathering to hands-on implementation.

· Refine and enhance workflows and documentation while identifying automation opportunities that boost efficiency, accuracy, and consistency across the team.

· Help maintain layered security stack and stay informed about emerging threats and tools.

· Work with technology vendors as needed reviewing solutions are used effectively.

You Ideally Have

• 7 years of IT experience, with at least 2 years in a leadership or team lead role.
• Experience working in a Managed Services Provider (MSP) environment or similar fast-paced, multi-client IT environment preferred.
• Strong technical expertise in cybersecurity products & services, networking, virtualization (VMware/Hyper-V), Microsoft 365, Azure, and backup/DR solutions.
• Deep understanding of MSP tools (PSA, RMM, documentation platforms) and best practices.
• Hands-on experience with AI tools, platforms, or automations and a desire to continuously develop these skills.
• Effective communication skills and the ability to explain complex technology in business-friendly terms.
• Must be able to multi-task and assist clients and colleagues as needed.
• Excellent troubleshooting skills and ability to manage escalations calmly and effectively.
• Strong business acumen and ability to align IT strategy with client objectives.
• Relevant certifications strongly preferred.

Job Type: Full-time

Pay: $90,000.00 - $110,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Brecksville, OH 44141

Salary : $90,000 - $110,000