Catch Talent
Join a fast-growing Managed Service Provider (MSP) headquartered in Charleston, SC, that delivers high-quality IT support and technical services to a diverse range of clients. This is an exciting opportunity to step into a leadership role where you’ll manage a high-performing service delivery team and help shape the future of IT operations and support.
The following information provides an overview of the skills, qualities, and qualifications needed for this role.
You Want To: Work for a stable, rapidly growing organization that will allow you to grow personally and professionally. Continue to leverage your background in IT service delivery, team leadership, and technical support within an MSP environment. Do meaningful work where you can make an impact daily by ensuring high-quality service, client satisfaction, and process improvement. Work in a highly collaborative team composed of fun, bright, motivated people that truly enjoy working together.
You Are: A hands-on, service-driven leader with a passion for IT and client success. Highly organized, metrics-driven, and focused on delivering consistent, scalable support. A mentor and coach who values team growth, morale, and accountability. Someone who thrives in a fast-paced environment and takes initiative to improve systems and processes.
You Will: Lead, manage, and mentor the service desk (ROC) and field engineering teams. Oversee daily service operations, including ticket queues, escalations, SLAs, scheduling, and dispatching. Serve as the primary escalation point for complex client issues. Collaborate with technical teams and account managers to optimize client environments. Track, analyze, and report on service delivery KPIs to leadership. Lead incident response and post-mortems for major service disruptions. Champion the use of documentation, automation, and modern tools (e.g., PSA/RMM systems). Drive continual service improvement and the integration of AI and automation in operations. Participate in strategic resource and training planning to ensure future scalability.
You Have: 5+ years of experience in IT service delivery, including 2+ years in a leadership role within an MSP or similar setting. Strong knowledge of IT infrastructure, networking, cloud, remote support, and cybersecurity. Experience with PSA tools (e.g., ConnectWise) and RMM platforms. Familiarity with ITIL practices (certification a plus). Outstanding communication, leadership, and organizational skills. A strong customer service mindset and the ability to foster trust and confidence with clients. Eligibility to work in the US for any employer, as sponsorship is not available.
Catch Talent is a high-touch recruiting agency that delivers end-to-end talent acquisition solutions to growing technology, digital media, and professional services companies. Headquartered in Charleston, SC, Catch brings decades of technical recruiting expertise to local and national clients and offers a full range of flexible solutions, including direct placement hiring, recruitment process outsourcing, contract and contract-to-hire models. Catch specializes in the entire talent attraction lifecycle by sourcing and recruiting qualified candidates who are interview-ready, culturally aligned, and ready to make an immediate impact - learn how at catchtalent.com. Catch Talent provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
The following information provides an overview of the skills, qualities, and qualifications needed for this role.
You Want To: Work for a stable, rapidly growing organization that will allow you to grow personally and professionally. Continue to leverage your background in IT service delivery, team leadership, and technical support within an MSP environment. Do meaningful work where you can make an impact daily by ensuring high-quality service, client satisfaction, and process improvement. Work in a highly collaborative team composed of fun, bright, motivated people that truly enjoy working together.
You Are: A hands-on, service-driven leader with a passion for IT and client success. Highly organized, metrics-driven, and focused on delivering consistent, scalable support. A mentor and coach who values team growth, morale, and accountability. Someone who thrives in a fast-paced environment and takes initiative to improve systems and processes.
You Will: Lead, manage, and mentor the service desk (ROC) and field engineering teams. Oversee daily service operations, including ticket queues, escalations, SLAs, scheduling, and dispatching. Serve as the primary escalation point for complex client issues. Collaborate with technical teams and account managers to optimize client environments. Track, analyze, and report on service delivery KPIs to leadership. Lead incident response and post-mortems for major service disruptions. Champion the use of documentation, automation, and modern tools (e.g., PSA/RMM systems). Drive continual service improvement and the integration of AI and automation in operations. Participate in strategic resource and training planning to ensure future scalability.
You Have: 5+ years of experience in IT service delivery, including 2+ years in a leadership role within an MSP or similar setting. Strong knowledge of IT infrastructure, networking, cloud, remote support, and cybersecurity. Experience with PSA tools (e.g., ConnectWise) and RMM platforms. Familiarity with ITIL practices (certification a plus). Outstanding communication, leadership, and organizational skills. A strong customer service mindset and the ability to foster trust and confidence with clients. Eligibility to work in the US for any employer, as sponsorship is not available.
Catch Talent is a high-touch recruiting agency that delivers end-to-end talent acquisition solutions to growing technology, digital media, and professional services companies. Headquartered in Charleston, SC, Catch brings decades of technical recruiting expertise to local and national clients and offers a full range of flexible solutions, including direct placement hiring, recruitment process outsourcing, contract and contract-to-hire models. Catch specializes in the entire talent attraction lifecycle by sourcing and recruiting qualified candidates who are interview-ready, culturally aligned, and ready to make an immediate impact - learn how at catchtalent.com. Catch Talent provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.