IT Service Manager
About the job
- At least 5 years of experience in IT service management, preferably in a managed service provider environment.
- At least 2 years in a leadership or managerial role.
- A proven track record of managing technical teams and delivering IT services at scale.
- Strong understanding of IT infrastructure, including networking, servers, virtualization, and cloud platforms.
- Familiarity with information technology service management tools such as ConnectWise, Autotask, and ServiceNow, as well as remote monitoring and management solutions.
- Knowledge of cybersecurity best practices and compliance standards.
- Strong leadership and team management abilities.
- Excellent communication and client relationship management skills.
- An analytical mindset focused on problem-solving and continuous improvement.
- Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
- Lead, mentor, and manage technical teams, including IT support, systems engineers, and network operations center staff.
- Set performance goals, conduct regular evaluations, and foster professional development.
- Ensure the team operates collaboratively and meets service level agreements and key performance indicators.
- Oversee the end-to-end delivery of IT services, ensuring high-quality and timely support.
- Act as an escalation point for critical technical issues and guide teams in resolving complex problems.
- Develop and enforce processes for incident management, problem resolution, and change management.
- Serve as the primary contact for key clients, ensuring their needs are understood and addressed.
- Meet regularly with clients to review service performance, discuss improvements, and identify opportunities.
- Build and maintain strong, trust-based relationships with clients.
- Monitor and optimize service delivery workflows to improve efficiency and effectiveness.
- Implement and manage professional services automation and remote monitoring and management platforms to enhance operations.
- Ensure compliance with industry standards, security protocols, and regulatory requirements.
- Collaborate with senior leadership to define and implement service delivery strategies.
- Identify opportunities for new services and enhancements to meet client needs.
- Stay informed about industry trends and emerging technologies to ensure competitive offerings.
- Oversee and coordinate information technology projects, including deployments, migrations, and upgrades.
- Work closely with project managers to ensure projects are delivered on time and within scope.
- Monitor progress, address risks, and communicate updates to clients and stakeholders.
- Track and analyze service delivery metrics, such as uptime, resolution times, and customer satisfaction.
- Generate reports for internal use and client reviews, providing actionable insights.
- Use data to identify trends, recurring issues, and opportunities for improvement.
- Experience with ConnectWise.
- ITIL Foundation certification or higher.
- CompTIA Network+ or Security+ certification.
- Microsoft Certified: Azure Administrator Associate certification or similar.
- Cisco CCNA certification or higher.
About the company
Courser is a collective that grows IT service providers by acquiring or taking significant stakes in MSPs and related tech firms and then expanding them through shared resources and a dedicated growth platform. It partners with or buys Managed Service Providers to form a “family of companies” and offers access to a Third Party Advertising platform to unlock new business opportunities. It also provides funding and hands-on operational support to business owners, helping them scale and improve opportunities for employees and customers. What sets Courser apart is its portfolio-based approach built on a proven value-creation process, demonstrated through its founding company Palmetto Technology Group, and its ability to combine strategic acquisitions, platform-enabled growth, and advertising partnerships under one umbrella. The goal is to help IT service providers, especially MSPs, join a larger organization to accelerate growth, increase profitability, and better serve clients.
Company Size
201-500
Company Stage
N/A
Total Funding
N/A
Headquarters
Greenville, South Carolina
Founded
2007
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Simplify's Take
What believers are saying
- Courser ranked No. 957 on the 2026 Inc. 5000, confirming rapid growth.
- June 2026 executive hires signal readiness for larger scale and tighter controls.
- Shore Capital lists Courser among 2026 portfolio winners, supporting follow-on capital access.
What critics are saying
- Courser's roll-up model depends on continuous acquisitions; deal slowdown breaks growth by 2027.
- Debt financing upsize in June 2025 increases leverage pressure if synergies lag.
- Integration missteps across 16 acquisitions can erode service quality and trigger customer churn.
What makes Courser unique
- Shore Capital backed Courser since March 2022, enabling disciplined MSP roll-ups.
- Courser standardizes back-office, finances, HR, and ConnectWise across acquired MSPs.
- Its seller-friendly deals mix cash and 30-40% rollover equity, retaining operators.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- 401(k) Company Match
- Unlimited Paid Time Off
- Paid Vacation
- Paid Holidays
- Paid Sick Leave
- Parental Leave
- Professional Development Budget
- Professional Certification Support