Business Services Manager

LigTel Communications is now hiring a Full Time Business Services Manager

LigTel Communications is seeking an experienced Business Services Manager to lead our comprehensive Managed Service Provider (MSP) operations serving small businesses across Noble, LaGrange, and Elkhart Counties. This leadership role will be responsible for the day-to-day management of our Managed services department, team development, and ensuring exceptional service delivery to our growing customer base of 750 small businesses.

Supervisory Responsibilities:

This role will also train and supervise business services technicians, managing daily schedules, prioritize service requests, and plan future staff additions as required. Coordinates and works with sales and other departments. Reports to General Manager.

Key Responsibilities:

· Department Leadership & Management

· Lead and manage a growing team of IT professionals including Technicians, VoIP Specialist, and Support Technicians

· Develop and implement departmental policies, procedures, and service standards

· Oversee daily operations to ensure efficient service delivery and customer satisfaction

· Conduct performance reviews, provide coaching, and support professional development of team members

· Manage departmental budget and resource allocation

Sales & Business Development Support:

· Collaborate with sales team to accurately scope and price service offerings

· Participate in client meetings to provide technical expertise and solution recommendations

· Develop proposals for project-based services including server implementations, office relocations, and compliance projects

· Support VoIP system sales and implementations with technical guidance

Operations & Process Management:

· Develop final product offerings based on market needs and competitive analysis

· Create and maintain service documentation and knowledge base

· Implement monitoring and alerting systems for client environments

· Coordinate with other departments to report customer issues and service outages

· Ensure compliance with cybersecurity standards and industry best practices

Strategic Planning & Growth:

· Develop technology roadmaps for clients and internal operations

· Plan for team expansion as customer base grows (projected additional hires in years 3-5)

· Stay current with MSP industry trends and emerging technologies

· Support the company's goal of achieving positive cash flows by year 4

Technical Skills

· Strong knowledge of IT infrastructure, networking, and cloud services

· Experience with Microsoft 365, server management, and virtualization

· Understanding of cybersecurity principles and compliance requirements

· Familiarity with VoIP systems and telecommunications

· Knowledge of backup and disaster recovery solutions

· Experience with remote monitoring and management (RMM) tools

Leadership & Business Skills

· Excellent leadership and team management capabilities

· Strong customer service orientation with relationship-building skills

· Ability to work with sales teams and support business development

· Budget management and financial planning experience

· Excellent communication skills for client and internal interactions

Experience & Background

· 5 years of experience in IT services management or MSP operations

· Proven track record of managing technical teams and service delivery

· Experience with small business IT environments

· Background in running or managing an IT services company strongly preferred

· Experience with managed services contracts and SLA management

Preferred Qualifications

· Bachelor's degree in Information Technology, Computer Science, or related field

· Experience serving rural or small business markets

· Background in running or managing an IT services company strongly preferred

Compensation & Benefits

· Competitive salary commensurate with experience

· Performance-based incentives tied to department growth and customer satisfaction

· Comprehensive benefits package

· Professional development opportunities

· Opportunity to be part of a growing company with strong growth projections

Work Environment

· Full-time position based in Northern Indiana

· Collaborative team environment with cross-departmental interaction

· Fast-paced growth environment

Success Metrics

· Customer satisfaction scores and retention rates

· Service level agreement compliance

· Team productivity and utilization rates

· Department revenue growth and profitability

· Successful onboarding and implementation of new clients

About LigTel Communications, Inc.

For more than 125 years, LigTel has worked to fulfill its mission to provide superior technology at the best prices to our friends and neighbors. We’re the only broadband company that has an office in Ligonier and we have a deep commitment to providing high-quality broadband services to our local communities.

As a long-established cornerstone in our serving areas, we’re connected to the people here in a way that no competitor can match. When customers connect with LigTel, they’re connecting with people like themselves—people who share the same values, and who care about each other and the community they live in.

At LigTel, it’s the people who work here that make us great. We go the extra mile to let customers know they have our full attention. We’re alive, awake, and responsive to their needs.

We’re constantly working to expand our network while providing innovative and reliable services to improve people’s lives. It’s a purpose we’re committed to, and we do it with integrity, honesty, and transparency because we care deeply for those we serve.

They’re our neighbors. They’re our friends. They’re why we’re here.

LigTel. We connect you to what’s important.

Job Type: Full-time

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

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $90,000 - $110,000