Service Manager

Job Summary

We are seeking an energetic and dedicated Service Manager to lead our technical services team. The service manager owns managed service delivery, client experience and service team performance for Reality Bytes' Managed Service Agreement (MSA) clients. This role ensures managed services are delivered securely, reliably, efficiently and consistently while also serving as the primary relationship owner for assigned MSA clients. This role stabilizes operations, improves retention and ensures clients understand and receive the value they are paying for.

Responsibilities

• Own day-to-day MSP service operations including ticket triage, prioritization, queue health, and service standards.
• Maintain, improve, and enforce workflows, procedures, and documentation tied to managed service delivery.
• Ensure core security practices are consistently followed (access controls, backups, monitoring, alerting).
• Identify recurring issues and drive permanent fixes through technical and process improvements to technical leads.
• Act as escalation leader for complex service issues and major incidents.
• Recruit, onboard, coach, and ensure education and mentoring occurs for service team members.
• Set clear expectations for performance, communication, and documentation.
• Support performance reviews, development plans, and corrective action when required.
• Build a learning culture and strengthen onboarding by developing internal training standards.
• Serve as the primary account owner for assigned MSA clients, attending meetings as required, based on client size.

Qualifications

• 3-5+ years working in an MSP environment
• 2+ years leading or supervising technical staff
• Experience managing ticket queues, escalations, and service delivery
• Experience working with PSA and RMM platforms (ConnectWise, Autotask, HaloPSA, NinjaOne, Datto RMM, etc.)
• Strong understanding of SLA management and client expectations
• Proven experience handling difficult client situations professionally
• Microsoft 365 environments
• Business networking concepts
• Cybersecurity best practices
• Backup and disaster recovery
• Endpoint management and monitoring
• Common MSP service models

Pay: $30.00-$40.00 per hour

Work Location: In person