MSP Service Manager

Fast-paced. Self-starter. Work with minimal supervision. Do these strike a chord? Then YOU could be the one we’re looking for! Be part of MSPbots’ core team that’s dedicated to serving MSPs (Managed Service Providers)! Urgent hiring for a Service Manager!

· Work Remotely!
· Company: MSPbots (https://mspbots.ai/)
· Work Hours and Schedule: Semi-flexible, 6 PM-3 AM PHT, Fixed rest days (Sat-Sun)
· Work Duration: Permanent/Full-time WFH
· Earn $5 - $7/hr depending on your experiences (salary increase is based on performance)

Key Deliverables:
The post holder is responsible for managing a team of Service Delivery and Support Specialists to provide first class service and post-sales support to our clients. The successful candidate will be experienced in leading and developing a support team within a managed services environment.

Key Responsibilities:

• Manage and develop a support team to provide support to our Managed Service Customers
• Follow up on and take responsibility for unresolved issues or escalations.
• Set SMART goals based on business targets and objectives and conduct regular check ins.
• Maintain a well-defined and operational working practice with minimal disruption using technology to improve efficiency as appropriate.
• Liaison with the internal functions including sales, product management, engineering, network operations, provisioning, and other service functions.
• Ensure high quality, up-to-date documentation exists for all service arrangements.

Candidate Profile:

• 3 years more or experience leading a support team in a managed IT service environment is required
• Able to juggle priorities to meet deadlines without cutting corners
  
• Experienced and conversant in Service Level Agreements and Operational Schedules
• General technical understanding of Networking and Hosting technologies and solutions
  
• Able to develop effective relationships internally at a variety of levels and work closely with commercial departments such as sales and product management
• Effective interpersonal and communication skills
• Experience improving and developing the knowledge & skills of others
  
• Must have his/her own work-from-home equipment (computer/laptop, webcam, headset, and wired internet connection)

Benefits:

• Permanent full-time remote work
• Earn $5 - $7/hr depending on your experiences (salary increase is based on performance)
• HMO (reimbursement for $100/mo)
• Life Insurance (reimbursement for $20/mo)
• Reimbursement for Dental-$20 and Vision-$4
• 15 PTO credits in a year (if unused, convertible to cash!)
• Training/Development courses (reimbursement for up to $30)
• Retirement Benefit (starts at 5 years of service)
• US Holiday Pay