{"id":4085191,"url":"https://alion.io/job/courser-it-service-manager-courser","title":"IT Service Manager - Courser","company":{"id":3865746,"name":"Courser","domain":"gocourser.com","url":"https://alion.io/company/gocourser","size_band":"11-50","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tucson, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false},{"name":"Azure","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-11-11T18:44:31Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-12T01:10:16Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Who we are\nCOURSER is a partnership platform that helps technology service companies identify and take the next step in growth. Our organization has a strong company culture built on our values of Teamwork, Service, Growth-Minded, Trust, and Innovative. Our team dedicates their time working together to provide phenomenal experience for our customers. Be ready to join a fast-paced, ever-evolving IT company that is bringing on new customers and team members to continue strong growth into the future.\nManager, Services\nWe are looking for a highly skilled and experienced MSP Services Manager to lead and oversee the delivery of IT services in a Managed Service Provider (MSP) environment. This role is pivotal in ensuring exceptional client satisfaction, efficient operations, and continuous improvement of service delivery processes. The MSP Services Manager will manage technical teams, oversee projects, and maintain strong client relationships.\nKey Responsibilities: \nLead, mentor, and manage technical teams, including IT support, systems engineers, and NOC staff\nSet performance goals, conduct regular evaluations, and foster professional development\nEnsure the team operates collaboratively, meeting SLAs (Service Level Agreements) and KPIs.\nOversee the end-to-end delivery of IT services, ensuring high-quality and timely support\nAct as an escalation point for critical technical issues and guide teams in resolving complex problems.\nDevelop and enforce processes for incident management, problem resolution, and change management.\nServe as the primary contact for key clients, ensuring their needs are understood and addressed.\nRegularly meet with clients to review service performance, discuss improvements, and identify opportunities.\nBuild and maintain strong, trust-based relationships with clients.\nMonitor and optimize service delivery workflows to improve efficiency and effectiveness\nImplement and manage tools and systems (e.g., PSA and RMM platforms) to enhance operations\nEnsure compliance with industry standards, security protocols, and regulatory requirements.\nCollaborate with senior leadership to define and implement service delivery strategies.\nIdentify opportunities for new services and enhancements to meet client needs.\nStay informed about industry trends and emerging technologies to ensure competitive offerings.\nOversee and coordinate IT projects, including deployments, migrations, and upgrades\nWork closely with project managers to ensure projects are delivered on time and within scope\nMonitor progress, address risks, and communicate updates to clients and stakeholders.\nTrack and analyze service delivery metrics, such as uptime, resolution times, and customer satisfaction.\nGenerate reports for internal use and client reviews, providing actionable insights.\nUse data to identify trends, recurring issues, and opportunities for improvement.\nKey Qualifications:\n5+ years of experience in IT service management, preferably in an MSP environment.\n2+ years in a leadership or managerial role.\nProven track record of managing technical teams and delivering IT services at scale.\nStrong understanding of IT infrastructure, including networking, servers, virtualization, and cloud platforms.\nFamiliarity with ITSM tools (e.g., ConnectWise, Autotask, ServiceNow) and RMM solutions.\nKnowledge of cybersecurity best practices and compliance standards\nStrong leadership and team management abilities\nExcellent communication and client relationship management skills\nAnalytical mindset with a focus on problem-solving and continuous improvement.\nAbility to prioritize and manage multiple responsibilities in a fast-paced environment.\nPreferred Experience:\nExperience with ConnectWise\nITIL Foundation or higher.\nCompTIA Network+/Security+. \nMicrosoft Certified: Azure Administrator Associate or similar.\nCisco CCNA or higher.\nWhat we do for you\nAt COURSER we prioritize our employees’ personal and professional development, offering best in class training, mentorship, and opportunities for growth through our self-promotion paths. We encourage innovation and challenging the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together.\nBenefit Highlights \nCompetitive benefits package, including medical, dental, vision, and life insurance\n401k match \nUnlimited Approved PTO after one year (2 weeks your first year)\n10 Holidays including your Birthday and a Floating Holiday! \nGym reimbursement \nAmazon Prime reimbursement\n40 Hours for Volunteer Time \nPaid Maternity and Paternity leave \nPaid certifications\nLearning and development programs \nCourser is an equal opportunity employer. Applications are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state, or local laws.","description_format":"text","description_chars":5072,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Life insurance","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","Managed IT Services (MSP)"],"lifecycle":[{"event":"open","at":"2026-11-11T18:44:31Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["conf:9","velocity","win:early"],"computed_at":"2026-11-12T10:38:37Z"},"pay":null,"html_url":"https://alion.io/job/courser-it-service-manager-courser","json_url":"https://alion.io/job/courser-it-service-manager-courser.json","meta":{"generated_at":"2026-11-12T14:59:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31221,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3865746},"rest":"https://alion.io/mcp/rest/get_company?id=3865746"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcourser-it-service-manager-courser"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcourser-it-service-manager-courser"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcourser-it-service-manager-courser"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/courser-it-service-manager-courser\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcourser-it-service-manager-courser"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4085191}},{"tool":"search_jobs","arguments":{"company":"gocourser.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4085191},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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