Service Manager (MSP – Helpdesk Operations) jobs in United States
cer-icon
Apply on Employer Site
company-logo

Bowman Williams · 3 days ago

Service Manager (MSP – Helpdesk Operations)

positionLakewood, NJ
timeFull-time
remoteHybrid
seniorityMid, Senior Level
money$120K/yr - $130K/yr
date5+ years exp

Bowman Williams is a fast-growing Managed Services Provider (MSP) seeking an experienced Service Manager to lead its Helpdesk Service Department. The role involves overseeing service operations, managing escalations, and developing a high-performing support team in a fast-paced environment.

Office AdministrationRecruitingStaffing Agency
check
Comp. & Benefits

Responsibilities

Lead day-to-day Helpdesk operations to ensure efficient, high-quality support
Track and improve key service metrics (response time, resolution, CSAT)
Own escalations and serve as the primary contact for high-priority issues
Lead and support Pod Managers and Helpdesk staff
Foster a positive, growth-oriented team culture
Provide coaching, feedback, and career development guidance
Oversee staffing, scheduling, and resource planning
Communicate technical issues clearly to executives and VIP clients
Manage client escalations with professionalism and urgency
Collaborate closely with internal teams to resolve complex issues
Identify recurring issues and improve workflows and procedures
Support strategic initiatives and participate in EOS planning
Align service delivery goals with broader company objectives
Manage on-call schedules and after-hours decision-making
Balance urgent support needs with long-term operational improvements

Qualification

IT service managementMSP experienceSLA managementLeadership skillsCommunication skillsPeople managementHigh-pressure operation

Required

5–7 years of experience in IT service management within an MSP environment
Strong leadership and people management skills
Proven experience managing SLAs, service metrics, and escalations
Excellent communication skills with both technical teams and clients
Ability to operate confidently in fast-paced, high-pressure environments

Benefits

Nationwide medical insurance
Dental insurance
Company-paid life and long-term disability insurance
Paid time off
Professional development assistance
FSA and HSA options

Company

Bowman Williams

twittertwittertwitter
company-logo
Bowman Williams is a staffing firm for IT managed and cloud service providers.
dateFounded in 2009
location
Arlington, Virginia, USA
people-size11-50 employees
web-link
https://bowmanwilliams.com/

Funding

Current Stage
Early Stage

Leadership Team

leader-logo
John Davenjay
CEO
linkedin
Company data provided by crunchbase