MSP Service Manager InOffice

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 Team Logic IT

Team Logic 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 Team Logic 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.

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.

• 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

• 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

• 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

• 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

• 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

• Not a dispatcher‑only role
• Not a player/coach closing tickets daily
• Not the technical architect or vCIO

• 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

Strong understanding of MSP service workflows and ticketing systems

• Microsoft 365 environments (Outlook, SharePoint, Teams, Entra )
• 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

• 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

• 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

Base Salary - $95,000-$115,000

Performance Bonus - 15% of base salary annually, paid quarterly

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 Team Logic IT Corporate.