Centralized Services Manager - Systems Integrator

Join a leading Managed Service Provider based in Tennessee. Founded in 2004, the company specializes in four key areas - cloud hosting, tech support, business continuity planning and security & compliance consulting. Taking a full-circle approach to managing IT needs for local businesses, the company has built a solid reputation with their clients through delivering reliable, scalable, and cost-effective solutions. In recognition of its early success and growth, the company was awarded the Emerging Business Award in 2006.

The company is seeking for a Centralized Services Manager to join the team. If you would like to learn more about this opportunity, feel free to reach out and apply today!

Responsibilities:

• Oversee daily operations of the centralized service team, ensuring efficient, high-quality service delivery to managed clients.
• Leading and mentoring a team of technicians, providing tools and support to resolve client issues.
• Analyzing service delivery processes to identify opportunities for improvement, optimization, and automation.
• Implementing best practices for ticket resolution, client communication, and internal collaboration.
• Monitoring service metrics to ensure high customer satisfaction and proactively addressing service gaps.
• Acting as the escalation point for high-priority or complex client issues.
• Work closely with the Service Desk Manager, CTO, and other senior leaders to ensure that service delivery aligns with client expectations and company goals.
• Review service performance metrics and preparing reports for senior management.
• Stay up-to-date with industry trends and technologies in IT service management.
• Oversee client onboarding, ensure smooth transitions and training for both internal teams and clients.
• Maintain regular communication with clients to assess needs and provide service updates.

Preferred Certifications: 

• ITIL Foundation or Practitioner Certification
• CompTIA Network+ or A+
• Any other relevant IT service management or leadership certifications are a plus.

Required Skills/Qualifications:

• 3-5 years of experience in an IT service management or operations role, preferably within a Managed Service Provider (MSP) environment.
• Proven ability to lead and motivate remote or centralized technical teams.
• Strong knowledge of IT service delivery, including ITIL, service desk operations, ticketing systems, and RMM tools.
• Experience managing client relationships to enhance satisfaction and service levels.
• Excellent communication skills, able to convey technical issues to both technical and non-technical audiences.
• Strong analytical and problem-solving skills, focused on optimizing service delivery and operational efficiency.
• Solid understanding of IT systems (servers, networks, endpoints, cloud services).

Benefits:

• Work-from-home flexibility with occasional travel to client sites in the Memphis, Jackson, and Nashville areas.
• Health, dental, and vision insurance.
• Paid time off (PTO) and holidays.
• Professional development opportunities and training.
• 401(k) with company match.
• Collaborative, growth-oriented team environment.
• Opportunity to influence and shape service delivery for a growing MSP.

Salary:

• Competitive salary based on experience.