What are the responsibilities and job description for the MSP Services Manager position at Lumen21?
MSP Services Manager Lumen21 - Work from Home / WFH / Remote (U.S.)Help lead a 30 person MSP through its next stage of growth. Lumen21 is hiring an MSP Services Manager to own day-to-day service delivery, keep clients happy, and build a stronger, more scalable operation.This is the first fully dedicated services leadership role. Today, service delivery is split across operations and senior techs. You'll come in to take the wheel.Why this role mattersYou'll own service desk and NOC performance end-to-end.You'll help the company grow from dozens of managed clients to ~80 and beyond without adding chaos.You'll turn "best effort" processes into clear standards, playbooks, and metrics.You'll work with a global team (U.S., India, Argentina) while serving U.S.-based clients.You'll be the right hand to the Director of Operations on service delivery, staffing, and tools.If you like being air traffic control for tickets, people, and SLAs, this is your lane.What you'll doService delivery & operationsRun day-to-day service desk and NOC operations.Make sure tickets move: intake, triage, assignment, escalation, and resolution.Watch SLAs and KPIs closely and act when numbers slip.Tighten workflows, queues, and documentation so the team can move faster with less noise.Coordinate onboarding of new clients into the MSP stack, standards, and processes.Work with leadership on capacity planning as the company grows and acquires other MSPs.Team leadershipLead and coach service desk techs, NOC staff, and escalation engineers.Set clear expectations for ticket quality, communication, and time entry.Run regular 1:1s, feedback, and performance check-ins.Own hiring and onboarding for your team when headcount is approved.Build a culture of accountability, follow-through, and continuous improvement.Client engagementBe the escalation point for high-priority incidents and unhappy clients.Join QBRs and key client meetings to talk performance, trends, and plans.Coordinate with account management and projects so clients get a consistent experience.Turn recurring issues into fixes, not recurring excuses.Tools, standards, and securityOwn the MSP tools: RMM, PSA (ConnectWise), monitoring, documentation, and related platforms.Work with engineering on standards, templates, and configuration baselines.Make sure service operations follow security, compliance, and governance requirements.Push automation where it actually helps: alerts, workflows, notifications, and reporting.You're a fit if you have5 years working in a Managed Service Provider.3 years in a leadership role inside an MSP (service manager, NOC manager, operations lead, etc.).Strong grasp of MSP support workflows and ticketing systems.Hands-on experience with RMM / endpoint tools and a PSA, ideally ConnectWise.Solid communication skills with both clients and techs.Comfort making decisions with imperfect information and then adjusting based on data.Ability to keep several things moving at once without dropping the ball.It helps if you also haveTechnical background across: Microsoft 365 / Azure and Windows environmentsNetworking (firewalls, VPN, switching)Cloud services and common SMB stacksCybersecurity basicsExperience with ITIL or similar service frameworks.Project management experience or certifications (PMP, Agile, etc.).Technical certifications (CompTIA, Microsoft, or similar).You don't need to be the smartest engineer in the room, but you must be credible with senior techs and able to challenge them on process, quality, and time usage.What's in it for youReal ownership of service delivery in a growing MSP, not a "number two in name only" role.Direct impact on client satisfaction, team performance, and company growth.Remote-friendly: based in Southern California is nice; strong U.S.-based remote candidates are very welcome.$75,000 to $90,000 salary with performance incentives.Health and dental benefits.PTO and paid holidays.Training and certification support.Growth path as the business scales through new clients and acquisitions.Work from Home / WFH / Remote (U.S.)
Salary : $75,000 - $95,000