Service Operations Manager

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Located in Hauppauge, NY

Salary: 90k-115k

We are seeking an experienced and driven Service Operations Manager to lead our Service Operations Team and ensure the consistent delivery of high-quality support services across our client base. This role is responsible for overseeing day-to-day service operations, team performance, client experience, operational efficiency, and continuous improvement initiatives within a fast-paced Managed Service Provider (MSP) environment.

 

The ideal candidate is an operational leader who thrives in a service-driven environment, understands MSP workflows and service delivery, and can effectively lead a technical support team while maintaining a strong focus on client satisfaction and operational excellence.

 

Key Responsibilities

Service Delivery & Operations

•                     Lead and manage the daily operations of the Service Operations Team

•                     Oversee ticket workflows, escalations, and workload distribution to ensure timely issue resolution

•                     Ensure team adherence to SLAs, operational standards, and service delivery expectations

•                     Monitor ticket quality, documentation accuracy, and overall service performance

•                     Coordinate client employee onboarding and offboarding processes to ensure accuracy and efficiency

•                     Manage team scheduling and resource allocation to maintain appropriate support coverage

•                     Review client concerns and coordinate timely resolutions with internal departments

 

Team Leadership & Performance Management

•                     Coach, mentor, and develop Service Operations Team members

•                     Conduct performance reviews, provide ongoing feedback, and support employee development

•                     Monitor team KPIs, productivity, and service metrics

•                     Foster accountability, collaboration, and continuous improvement across the team

 

Process Improvement & Technology Management

•                     Identify opportunities to improve workflows, processes, and operational efficiency

 

•                     Assist in implementing and managing MSP operational tools and platforms

•                     Support and oversee RMM, EDR, MDR, monitoring, and operational technology initiatives

•                     Participate in Root Cause Analysis (RCA), incident reviews, and postmortem discussions

•                     Recommend new tools, automation opportunities, and operational improvements to leadership

 

Client & Stakeholder Engagement

•                     Serve as a point of contact for service-related client escalations and operational concerns

•                     Collaborate with leadership on operational planning and service strategy

•                     Maintain strong communication with technical teams, vendors, leadership, and clients

•                     Represent the Service Operations Team in internal and external meetings when needed

 

Qualifications

 

•                     Bachelor’s degree in IT, Business Management, or related field preferred; equivalent experience may be substituted

•                     5+ years in an MSP, IT support, or service operations environment

•                     2+ years of leadership or supervisory experience

•                     Experience coaching and developing employees

•                     Strong understanding of MSP service delivery, ticketing workflows, escalations, and client support operations

•                     Experience with PSA/ticketing systems such as HaloPSA, ConnectWise, or similar platforms

•                     Understanding of SLAs, KPIs, reporting, and quality assurance processes

•                     Experience coordinating client onboarding and offboarding processes

•                     Experience implementing and monitoring RMM, EDR, MDR, and other operational technology tools in an MSP environment

•                     Strong leadership, organizational, and problem-solving skills

•                     Excellent written and verbal communication skills

•                     Ability to manage multiple priorities in a fast-paced environment

•                     Customer-focused mindset with strong relationship management abilities

 

Preferred Qualifications

 

•                     ITIL Foundation certification or equivalent service management training preferred

•                     Prior MSP team management experience preferred

•                     Familiarity with Microsoft 365 and MSP operational tools preferred

 

What We Offer

• Opportunities for skill development and career advancement
• Competitive compensation based on experience
• Competitive Benefits Package including:

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