IT Service Manager
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IT Service Manager – MSP Experience Required

Location: Lakewood, NJ

Salary: $120K–$130K (Depending on experience)

Are you a proven leader in IT service delivery with a passion for developing high-performing teams? A fast-growing Managed Service Provider (MSP) is seeking a Service Manager to take the helm of their Helpdesk Service Department.

This is a critical, client-facing leadership role where you'll oversee a dynamic support team, manage escalations, and drive service excellence across a growing and diverse client base.

What You'll Do:

Service Operations

• Lead and optimize daily Helpdesk functions to ensure fast, effective IT support
• Monitor and improve service metrics like response time, resolution rate, and CSAT
• Own and resolve client escalations, especially for high-priority issues
• Mentor and support Pod Managers, fostering accountability and team cohesion
• Drive performance through regular coaching, reviews, and professional development
• Oversee staffing and ensure the team scales effectively with business needs

Client Management

• Communicate complex technical issues clearly to business leaders and VIPs
• Coordinate with other departments to deliver seamless service experiences

Process & Strategy

• Continuously improve helpdesk processes and documentation
• Contribute to strategic planning and align departmental goals with company vision

Operational Oversight

• Manage on-call schedules and make smart, time-sensitive decisions
• Balance the urgency of service tickets with long-term planning and improvement

What You Bring:

• 5–7 years of IT service management experience in a fast-paced environment
• MSP experience is absolutely required
• Proven success leading technical support teams and managing escalations
• Strong grasp of service metrics, performance reporting, and team KPIs
• Nationwide medical coverage
• Company-paid life and long-term disability insurance
• Paid time off
• FSA & HSA options

If you're ready to lead a passionate team in a high-impact role with real growth potential, this is your next big move.

Apply today and help drive the future of IT service excellence.

Seniority level

• Seniority levelDirector

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesIT Services and IT Consulting

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Disability insurance

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