MSP Service Manager (In-Office)
Full Time • Durham
Benefits:
- 401(k)
- 401(k) matching
- Bonus based on performance
- Company parties
- Competitive salary
- Dental insurance
- Free food & snacks
- Free uniforms
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
About TeamLogic IT
TeamLogic IT, known for its award-winning customer service and "People First" culture, is a rapidly growing franchise with over 300 locations and 1000+ engineers across North America. Working here means collaborating in a fast-paced, dynamic environment with continuous learning and growth.
About TeamLogic IT of Durham
Join our award-winning team (2024 Franchisee of the Year), serving Durham, the Research Triangle Park (RTP), Chapel Hill and North Raleigh, with a commitment to world-class client service and a strong company culture.
Job Summary
The Service Manager owns day‑to‑day service delivery for all managed services clients. This role is accountable for ticket flow, SLA performance, alert response quality, technician effectiveness, and overall client experience.
The Service Manager is a service leader, not a primary technician. Success is measured by predictable outcomes, healthy workflows, and strong team performance, not by individual ticket closures.
CORE RESPONSIBILITIES
Service Delivery & Accountability
- Own service outcomes across all managed services clients
- Monitor ticket queues, backlog, aging, and SLA compliance daily
- Ensure alerts (SOC, RMM, backup, network) are triaged, prioritized, and resolved appropriately
- Identify recurring issues and drive root‑cause resolution
- Maintain consistent service quality across clients and contracts
Technician Leadership
- Directly manage all technicians (L1–L3, Help Desk, contractors)
- Set and enforce expectations for ticket ownership, escalation, documentation, and communication
- Conduct regular 1:1s focused on performance, efficiency, and development
- Coach technicians on prioritization, decision‑making, and client communication
- Participate in hiring, onboarding, performance reviews, and corrective action when needed
Workflow, Escalation & Coordination
- Define and enforce clear escalation paths (technical, time‑based, risk‑based)
- Balance workloads to prevent bottlenecks and burnout
- Coordinate with the Technical Strategist on standards, complex escalations, and onboarding handoffs
- Own the transition of new clients and projects into steady‑state support
Client Experience
- Ensure timely, professional communication on tickets and escalations
- Review negative feedback or service issues and lead corrective action
- Provide service insights to support QBRs/QTRs and client planning
- Protect consistency while respecting client‑specific agreements
Process Improvement
- Continuously improve service processes, SOPs, and tooling usage
- Leverage PSA data to identify inefficiencies and training gaps
- Help scale service operations as ticket volume and complexity grow
What This Role Is Not
- Not a dispatcher‑only role
- Not a player/coach closing tickets daily
- Not the technical architect or vCIO
Qualifications
- 5+ years working in a Managed Service Provider (MSP) environment
- Prior responsibility for ticket‑based, SLA‑driven service delivery
- Experience leading or managing technical teams in a fast‑paced support environment
- Proven ability to prioritize competing issues, alerts, and client needs
Technical Skills (Working Knowledge)
- Strong understanding of MSP service workflows and ticketing systems
- Working knowledge of:
- Microsoft 365 environments (Outlook, SharePoint, Teams, Entra ID)
- Endpoint management and security alerts (RMM, SOC, backup, phishing)
- Common MSP tools and alert‑driven support models
- Ability to assess technical risk, determine escalation needs, and guide resolution
- Comfortable discussing technical issues with technicians and clients without being the primary engineer
Education & Certifications
- Formal education is not required
- Relevant experience in MSP service leadership is valued over degrees
- Technical or service management certifications (e.g., ITIL) are a plus, but not required
Success Metrics
- SLA compliance and ticket aging
- Reduction in repeat issues and escalations
- Technician productivity, engagement, and retention
- Client satisfaction and service feedback
- Stability and predictability of service operations
Compensation
- Base Salary - $95,000-$115,000
- Performance Bonus - 15% of base salary annually, paid quarterly
Compensation: $95,000.00 - $115,000.00 per year
We’re Committed to a People First Culture
Our philosophy is to support small- and medium-sized businesses across the country so they perform better, grow faster and achieve more. As a result, we are constantly providing our teams with the highest level of support, training and career advancement opportunities in an industry that is constantly evolving.
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to TeamLogic IT Corporate.
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Flexible Scheduling
Competitive Compensation
Career Advancement Opportunities
People First Culture