JOB

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Service Manager

We are looking for a Service Manager with experience in the MSP context.

 

Key Responsibilities

Support Team Management: Daily coordination of technicians (L1, L2, L3), task assignment, and shift management.

Service Level Agreement (SLA): SConstant supervision to ensure that response and resolution times comply with customer contracts.

Escalation Management: Direct intervention in critical or complex cases that the support team is unable to resolve independently.

Process Optimization: Implementation of best practices (e.g., ITIL) to standardize incident/change process management.

Reporting e KPI: Performance analysis using PSA and RMM tools, with a focus on the profitability of technical hours.

 

Technical and Management Skills

  • MSP experience: Deep understanding of multi-tenant service delivery dynamics.
  • Soft Skill: Leadership, mentoring skills, and conflict management (both internal and with customers).
  • Strategic Vision: Ability to identify technological trends or recurring problems in order to propose updates and improvement projects.
  • Technical Framework: Solid systems foundation (Active Directory, Microsoft 365, Azure/AWS Cloud) to validate the team’s solutions.

 

Education: Bachelor’s degree in Computer Science or equivalent experience.

Certifications: ITIL Foundation/Expert, vendor certifications (Microsoft, Fortinet)

Good technical knowledge of the English language.

 

 

Offriamo:

  • Campo di attività entusiasmante e diversificato in un’organizzazione dinamica e in crescita
  • Utilizzo di tecnologie moderne e ulteriori opportunità di sviluppo
  • Collaborazione con un team motivato e in crescita