MSP Service Manager

About Rock Technology At Rock Technology, we provide innovative managed IT services and technology solutions that help our clients stay secure, agile, and competitive. As an MSP partner, we pride ourselves on exceptional service, operational excellence, and continuous improvement. We are looking for an experienced MSP Service Manager to lead our service delivery operations, ensuring client satisfaction, operational efficiency, and alignment with Rock Technology's growth objectives. Position Overview The MSP Service Manager will oversee all aspects of service delivery within Rock Technology's Managed Services Practice. This role requires strong leadership, technical understanding, and customer-facing skills. You will manage the service desk, coordinate escalation processes, monitor SLAs, and ensure our clients receive exceptional service. This position is ideal for someone with prior MSP experience who thrives in a fast-paced, dynamic environment and understands how to balance operational excellence with customer relationships. Key Responsibilities Service Delivery Leadership Lead and manage the Service Desk and technical support teams to ensure high-quality service delivery. Develop and enforce help desk procedures. Contribute to knowledge base creation and maintenance for repeat issues and how-to guides. Recommend process improvements, automation opportunities, and tooling enhancements. Monitor and enforce Service Level Agreements (SLAs), escalation paths, and ticket management. Implement and optimize ITIL-based service management practices. Drive standardization and automation of MSP processes. Client Relationship Management Serve as the primary point of escalation for major client issues. Ensure excellent communication with clients regarding incidents and service updates. Address client concerns related to service desk support. Collaborate with Account Managers to align service delivery with client expectations and contractual obligations. Operational Excellence Analyze service desk performance, including ticket trends, response times, and resolution rates. Develop and track Key Performance Indicators (KPIs) for service delivery. Identify opportunities for process improvement and implement changes. Ensure compliance with cybersecurity, data privacy, and regulatory requirements. Team Management & Development Mentor, coach, and develop team members for career growth. Foster a culture of accountability, continuous improvement, and exceptional customer service. Manage team scheduling, resource allocation, and performance evaluations. Qualifications Required 5+ years of experience in an IT service delivery environment. 3+ years of experience in a leadership or service management role. Strong understanding of ITIL frameworks, ticketing systems, and RMM tools. Excellent problem-solving, decision-making, and organizational skills. Exceptional written and verbal communication skills. Preferred ITIL Foundation or higher certification. Experience with modern PSA platforms. Familiarity with Microsoft 365, networking, and security solutions. Proven track record of improving SLA adherence and client satisfaction in an MSP environment. What We Offer Competitive salary. Comprehensive health, dental, and vision insurance. Professional development and certifications. Flexible work arrangements. A collaborative and innovative team culture. Job Type: Full-time Pay: $53, $87,459.00 per year Benefits: 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Work Location: In person