Service Manager (MSP)

Location: United States employment context; physical work requirements include regular computer and office-equipment use.

Company

hirify.global accelerates the growth of IT service provider companies through managed service partnerships and IT solutions.

What you will do

• Lead, mentor, and manage IT support, systems engineering, and NOC teams.
• Oversee end-to-end IT service delivery, ensuring SLA, KPI, quality, and response-time performance.
• Develop and enforce incident, problem, and change management processes.
• Act as the primary contact for key clients, reviewing service performance and identifying improvements.
• Optimize service workflows and implement PSA, RMM, and ITSM tools.
• Coordinate deployments, migrations, upgrades, and other IT projects with project managers and stakeholders.

Requirements

• 5+ years of experience in IT service management, preferably in an MSP environment.
• 2+ years of leadership or management experience with technical teams.
• Strong knowledge of networking, servers, virtualization, cloud platforms, cybersecurity practices, and compliance standards.
• Experience with ITSM tools such as ConnectWise, Autotask, or ServiceNow, plus RMM solutions.
• Strong leadership, communication, client relationship management, analytical, and problem-solving skills.
• Ability to prioritize multiple responsibilities in a fast-paced environment.

Nice to have

• ConnectWise experience.
• ITIL Foundation certification or higher.
• CompTIA Network+ or Security+, Microsoft Azure Administrator Associate, or Cisco CCNA certification.

Culture & Benefits

• Training, mentorship, and clear professional development paths.
• Collaborative culture focused on innovation and continuous improvement.
• Medical, dental, vision, and life insurance.
• 401(k) company match, paid sick time, paid parental leave, and flexible vacation time.
• Ten paid holidays, healthy lifestyle reimbursement, membership subsidy, and 40 hours of paid volunteer time.
• Reimbursement for ongoing certifications.