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Managed Service Provider (MSP) IT Service Manager Alexandria, LA 71303 $80,000 - $120,000 a year - Full-time Apply with Indeed Position Overview We are a growing Managed Service Provider (MSP) looking for an experienced, high-energy IT Manager to lead our technical delivery team, optimize service operations, and ensure exceptional client satisfaction. Unlike a traditional, internal corporate IT role, an MSP IT Manager must thrive in a multi-tenant environment, balancing multiple client infrastructure needs simultaneously while keeping a strict eye on service-level agreements (SLAs), technician utilization, and operational efficiency. The ideal candidate has a deep technical background, strong leadership skills to mentor a team of technicians, and a sharp business acumen focused on making every billable hour count. Key Responsibilities Team Leadership & Service Management Direct and mentor a team of multi-tiered helpdesk technicians and system engineers. Manage daily workflows , coordinate resources, and oversee ticket escalation to ensure optimal ticket lifecycles and SLA compliance. Conduct performance reviews , set KPIs (utilization rates, first-contact resolution, CSAT), and foster continuous skill development across a wide variety of technologies. Operations & Client Success Enforce company standards and strict documentation guidelines across all multi-tenant environments. Track all technical team activities (both billable and non-billable hours) to maximize operational profitability. Act as a senior escalation point for critical client technical emergencies or complex deployment issues. Champion elite customer service , occasionally interacting with clients directly to manage relationships and ensure high-satisfaction levels. Technology & Infrastructure Oversee and optimize internal and client-facing tech stacks, specifically PSA (e.g., Syncro and Screen Connect) and RMM tools. Align IT projects and technical standards with the business goals of both our MSP and our clients.

Qualifications & Skills Experience:

3+ years of experience working explicitly within a Managed Service Provider (MSP) environment is highly preferred, with at least 2 years in a leadership or supervisory capacity.

Technical Breadth:

Strong foundational knowledge across a wide range of platforms (Microsoft 365, Azure, AWS, active directory, networking/firewalls, backup and disaster recovery solutions, and cybersecurity frameworks).

Operations:

Deep familiarity with PSA and RMM software, ticket scheduling, and tracking billable utilization.

Soft Skills:

Outstanding communication and conflict-resolution abilities, with a knack for translating complex tech into simple terms for clients.

What We Offer Competitive salary:

80K-120K DOE Benefits package (Medical, Dental, Vision, 401k match) Paid Time Off (PTO) and Holiday Pay Continuous certification and professional development assistance Relocation assistance for the right candidate

Pay:

$80,000.00 - $120,000.00 per year

Benefits:

Relocation assistance

Work Location:

In person