-
-
TYPE OF WORK
Full Time
-
-
SALARY
TBD
-
-
HOURS PER WEEK
40
-
-
DATE UPDATED
Nov 11, 2025
Submit your resume and answer the pre-screening assessment here:
Job Description
This is a remote position.
About Us
We are a fast-growing Managed Service Provider (MSP), ISP, and Cloud/Voice solutions company supporting businesses with IT, cybersecurity, communications, and fiber internet services. As we scale, we’re looking for a Service Operations Manager to lead our service desk operations, manage technicians, and ensure an outstanding customer experience while driving automation and process improvement.
Role Overview
?
The Service Operations Manager is the operational leader of the service desk and field team. You’ll oversee ticket flow, dispatch work, communicate with clients, and ensure technical staff are delivering according to SLAs and company standards. In addition, you will own the metrics, reporting, and process automation strategy to continuously improve efficiency and customer satisfaction.
First 90 Days:
During the onboarding period, you will personally work support tickets, projects and create documentation/SOPs. This hands-on involvement ensures you fully understand current workflows, customer expectations, and operational challenges. Based on that experience, you’ll provide recommendations for improvements in processes, automation, and PSA configuration.
Key Responsibilities
Manage and prioritize the ticket queue, ensuring timely response and resolution.
Dispatch and coordinate remote and field technicians for customer support and projects.
Work support tickets during the first 90 days to gain deep understanding of current systems and workflows.
Serve as the primary escalation point for customer service and technical issues.
Monitor and report on SLAs, KPIs, and customer satisfaction; provide regular reports to leadership.
Create dashboards and metrics to track technician performance, ticket volume, and recurring issues.
Review tickets for automation opportunities and implement process improvements to reduce manual work.
Manage and optimize PSA (HaloPSA) configurations for better workflows.
Ensure documentation, SOPs, and knowledge base articles are consistently maintained.
Drive accountability within the team for ticket documentation, resolution, and communication.
Collaborate with leadership on resource planning, escalations, and customer feedback.
Requirements
Qualifications
3+ years in an IT service desk or MSP environment; 1+ years in a leadership/management role.
Strong understanding of IT support processes, SLAs, and ticket management.
Experience with PSA/RMM platforms (HaloPSA & NinjaRMM strongly preferred; ConnectWise or Autotask acceptable).
Demonstrated experience building reports, dashboards, and performance metrics.
Familiarity with process automation (ticket routing, scripting, APIs, or workflow tools).
Solid technical foundation, including:
Windows, Microsoft 365, Networking (LAN/WAN, firewalls, ZeroTrust, BGP, etc.)
VOIP/SIP fundamentals - Configuring phones, troubleshooting call flows, analyzing SIP packets/logs.
Basic carrier services knowledge - Number porting, SIP Trunks, and SBC configurations.
Excellent communication, leadership, and problem-solving skills.
Strong organizational skills and ability to manage multiple priorities.
Success in This Role Means:
You’ve worked tickets hands-on in the first 90 days and identified process improvements.
Tickets are handled efficiently with reduced escalations to leadership.
Clear metrics and reports provide visibility into service performance.
Automation reduces repetitive tasks, freeing up technicians for higher-value work.
PSA workflows are optimized for smooth operations and faster resolution times.
Customer satisfaction and SLA compliance steadily improve.
Benefits
Compensation & Benefits
Competitive salary based on experience.
Paid time off and holidays.
Opportunities for professional development and career growth
