Courser

IT service provider aggregation and growth platform

IT Service Manager

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeTucson, AZ, USANo salary listedIn-person

About the Job

Requirements

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.

Responsibilities

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.

Desired Qualifications

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.

Who we are
COURSER is a partnership platform that helps technology service companies identify and take the next step in growth. Our organization has a strong company culture built on our values of Teamwork, Service, Growth-Minded, Trust, and Innovative. Our team dedicates their time working together to provide phenomenal experience for our customers. Be ready to join a fast-paced, ever-evolving IT company that is bringing on new customers and team members to continue strong growth into the future.

Manager, Services

We are looking for a highly skilled and experienced MSP Services Manager to lead and oversee the delivery of IT services in a Managed Service Provider (MSP) environment. This role is pivotal in ensuring exceptional client satisfaction, efficient operations, and continuous improvement of service delivery processes. The MSP Services Manager will manage technical teams, oversee projects, and maintain strong client relationships.

Key Responsibilities:

Lead, mentor, and manage technical teams, including IT support, systems engineers, and NOC staff
Set performance goals, conduct regular evaluations, and foster professional development
Ensure the team operates collaboratively, meeting SLAs (Service Level Agreements) and KPIs.
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.
Regularly meet 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 tools and systems (e.g., PSA and RMM 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 IT 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.

Key Qualifications:

5+ years of experience in IT service management, preferably in an MSP environment.
2+ years in a leadership or managerial role.
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 ITSM tools (e.g., ConnectWise, Autotask, ServiceNow) and RMM solutions.
Knowledge of cybersecurity best practices and compliance standards
Strong leadership and team management abilities
Excellent communication and client relationship management skills
Analytical mindset with a focus on problem-solving and continuous improvement.
Ability to prioritize and manage multiple responsibilities in a fast-paced environment.

Preferred Experience:

Experience with ConnectWise
ITIL Foundation or higher.
CompTIA Network+/Security+.
Microsoft Certified: Azure Administrator Associate or similar.
Cisco CCNA or higher.

What we do for you
At COURSER we prioritize our employees’ personal and professional development, offering best in class training, mentorship, and opportunities for growth through our self-promotion paths. We encourage innovation and challenging the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together.

Benefit Highlights

Competitive benefits package, including medical, dental, vision, and life insurance

401k match
Unlimited Approved PTO after one year (2 weeks your first year)
10 Holidays including your Birthday and a Floating Holiday!
Gym reimbursement
Amazon Prime reimbursement
40 Hours for Volunteer Time
Paid Maternity and Paternity leave
Paid certifications
Learning and development programs

Courser is an equal opportunity employer. Applications are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state, or local laws.

About the Company

Courser

IT service provider aggregation and growth platform

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: Not listed
Total funding: Not listed
Headquarters: Greenville, SC
Founded: 2007

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