IT Service Manager (MSP)

IT Service Manager (MSP) Pasadena, CA Job Details Full-time $110,000 - $135,000 a year 1 day ago Benefits Paid holidays Dental insurance Vision insurance 401(k) matching Paid sick time Qualifications Employee onboarding ConnectWise Azure Operations management Automation Meraki Staff scheduling IT service management Improving operational efficiency Dispatching Team development Hiring Key Performance Indicators Supervising experience Bachelor's degree Team management CompTIA Network+ Performance Improvement (PI) Customer support ticket management Mentoring Firewall Management IT CompTIA Server+ Windows Server administration Senior level Cross-functional collaboration Onboarding process management Escalation handling Leadership Communication skills CompTIA A+ Cross-functional communication Help desk

Microsoft Certified:

Azure Administrator Associate Information Technology Performance evaluation Full Job Description AllSafe IT is seeking a Service Manager with deep technical knowledge and proven leadership experience in a Managed Service Provider (MSP) environment. This pivotal role will oversee our Help Desk and Centralized Services teams, ensure world-class service delivery, and drive continuous improvement in client support operations. As the Service Manager, you will directly supervise the service delivery functions, mentor a team of highly skilled engineers, and be accountable for meeting SLAs and driving a "Perfect Client Experience." You'll collaborate cross-departmentally, champion internal process optimization, and foster a culture of excellence and accountability. What You'll Do Lead the

Team:

Manage, coach, and mentor service delivery team members including hiring, onboarding, performance reviews, corrective action (including PIPs), and professional development.

Own Service Delivery:

Ensure the timely and high-quality resolution of service tickets, manage the dispatch process, and maintain accountability for meeting and exceeding SLA targets.

Drive Technical Escalations:

Provide Tier IV support as needed and guide your team through high-impact issues with expert-level oversight.

Optimize Process & Tools:

Continuously evaluate and refine service operations, leveraging automation tools like ConnectWise Manage and RMM platforms to improve outcomes and efficiency.

Report & Analyze:

Track KPIs, generate reports on team performance, client satisfaction, ticket trends, and present insights to leadership to support strategic decisions.

Ensure Coverage:

Manage scheduling to maintain adequate 24/7 support coverage where required and ensure full utilization of technical resources.

Support Strategic Goals:

Work closely with executive leadership to align service delivery with broader company objectives, particularly within the EOS (Entrepreneurial Operating System) framework. What You Bring Technical Expertise Candidates must possess hands-on architecture or implementation experience or active certification in most of the following areas: Microsoft 365 Administrator (MS-102) Microsoft Endpoint Administrator (MD-102) Windows Server Administrator Microsoft Azure Fundamentals (AZ-900) CompTIA A+, Server+, and Network+ Apple Certified Support Professional (ACSP) Meraki, Sophos, or Fortinet Firewall Administrator Leadership Experience 3+ years in a supervisory or management role with direct reports Experience managing full-cycle employee performance: hiring, onboarding/training, performance reviews, coaching, discipline, and terminations Ability to lead in a fast-paced, high-accountability MSP culture Strong interpersonal and communication skills for team leadership and client interaction Additional Skills 5+ years in IT service delivery, preferably in an MSP Strong familiarity with ConnectWise Manage, RMM tools, and ITIL-based service processes Strategic thinker with a process-orientation and a commitment to operational excellence Service mindset with a passion for solving problems and delighting clients

Preferred:

Bachelor's degree in an IT-related field or equivalent experience

About Us:

Our values are: Good Character, Deliver the Perfect Client Experience, Pursue Growth, Create Fun, and 100% Teamwork. Health, dental, and vision insurance 401(k) with employer matching 2 weeks of vacation/year 40 hours of sick pay/year 8 hours of paid volunteer time/year 8 paid holidays per year Weekly "stretch goal" bonus program Bonusly employee-to-employee recognition program Dog-friendly office

Salary:

$110,000-135,000/year