What are the responsibilities and job description for the Service Manager (MSP) position at Fabre Tech?
At Fabre Tech, we’re not just another Managed Service Provider — we’re redefining what an MSP can be.
We’re looking for high-performing Service Manager who want to grow with the company, not just collect a paycheck.
Here’s what makes Fabre Tech different:
- Effort is always recognized. When the company wins, you win — financially and professionally.
- We’re scaling fast, not just growing. This is your chance to get in during our expansion phase and help shape the future of IT on the East Coast and Globally.
- We do things differently. Fabre Tech is bringing the Silicon Valley mindset to the MSP world — automation, innovation, and client experience.
- Culture comes first. Our CEO stands by one philosophy: Happy employees = happy clients = a thriving business.
- Leadership that gets it. Our CEO has over 15 years in the Managed Services industry and has done every role — from help desk to systems architecture — so he truly understands what engineers face day-to-day.
- Your ideas matter. This is a team-driven environment where everyone’s input shapes how we scale and improve.
- Career growth is built-in. Whether you want to specialize in cybersecurity, cloud infrastructure, or leadership, we’ll build a growth plan together to get you there.
If you want to join a winning team that values loyalty, innovation, and a global mindset — Fabre Tech is where you belong.
Position: Service Manager (MSP)
Location: Fairfield, NJ
Type: Full-Time | Permanent
Reports to: CEO
Compensation: Competitive base performance incentives growth-based bonuses
What You’ll Do
This role is responsible for owning the service delivery engine at Fabre Tech. You will lead the help desk, manage performance, enforce standards, and ensure every client receives a white-glove experience.
- Manage and oversee the service team and escalation workflows within the PSA platform
- Ensure tickets are properly triaged, assigned, and resolved within SLA expectations
- Monitor and drive KPIs across the service team:
- Response time
- Resolution time
- Ticket backlog
- Client satisfaction
- Act as the point of accountability for service delivery quality
- Coach, mentor, and develop engineers to improve performance and skillsets
- Run daily and weekly service meetings to review metrics, blockers, and improvements
- Ensure proper communication standards are followed (clear, proactive updates to clients)
- Identify inefficiencies and implement process improvements and automation
- Work closely with leadership on resource planning and scaling strategy
- Step in during high-priority issues (P1 incidents) to ensure coordination and communication
What We’re Looking For
- 3–7 years of experience in an MSP environment
- 2 years in a leadership or service management role preferred
- Strong understanding of:
- Help desk operations and escalation paths
- SLA management and ticket workflows
- PSA platforms and documentation tools
- Proven ability to manage people, not just tickets
- Strong communication and accountability mindset
- Ability to operate in a fast-paced, scaling environment without losing structure
- Someone who enforces standards while building trust and respect with the team
Bonus Points For
- Experience building or scaling a service desk
- Familiarity with automation and workflow optimization
- Background in cybersecurity service delivery (MDR, compliance, etc.)
- Experience implementing KPIs and performance tracking systems
- Exposure to vCIO processes or client-facing strategy
Pay: $80,000.00 - $120,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Work Location: In person
Salary : $80,000 - $120,000