ABOUT US

CentriServe IT is a fast-growing Managed Service Provider (MSP) supporting mid-sized businesses across healthcare, manufacturing, professional services, and private equity-backed organizations. We specialize in providing world-class IT support, project delivery, and security solutions. With rapid growth across our client base, we’re expanding our leadership team to ensure we continue delivering outstanding service to our customers.

POSITION OVERVIEW

We are seeking an experienced MSP Support Manager to lead and scale a support team of 25–50 technicians across multiple levels (Tier 1, Tier 2, Tier 3). This role requires a hands-on leader who can balance day-to-day operational management with long-term team and process development. The Support Manager will build specialized and dedicated support pods for key clients, ensure service delivery aligns with SLAs, and foster a culture of accountability, growth, and customer-first excellence.

QUALIFICATIONS

• 7+ years in IT support leadership within an MSP or similar multi-client environment.
• Proven experience managing 20+ technicians; preference for 25–50 techs in a fast-growth environment.
• Strong understanding of MSP tools (RMM, PSA, ticketing, monitoring) and ITIL/service desk frameworks.
• Demonstrated ability to build specialized/dedicated support teams for key clients.
• Excellent leadership, communication, and organizational skills.
• Strong technical background across Microsoft 365, Windows Server, networking, security, and cloud services.
• Ability to balance strategic planning with tactical, hands-on management.
• 10 years of IT experience, 5+ years advanced IT experience, 5+ years of team management experience
• Proficiency with the following: advanced server and network administration, Tier 2/Tier 3 escalated support, system engineering and architecture, security, advanced firewall management, scripting and automation, workflow auto-remediation, virtual server environment administration (VMware ESXi and Hyper-V), cloud virtualization, disaster recovery and data archiving, internal systems workflow, Kaseya VSA RMM, Azure and Entra administration, as well as dental or medical practice management and imaging software administration.

• Lead, mentor, and develop a growing team of 25–30 support technicians (L1–L3).
• Design and manage dedicated/co-managed support groups for high-priority accounts.
• Oversee daily operations of the helpdesk and support functions, ensuring SLA and KPI compliance.
• Implement scalable processes and best practices for ticket management, escalation, and client communication.
• Partner with Engineering, Professional Services, and Project Delivery teams to ensure seamless client support.
• Drive hiring, onboarding, and performance management of technical staff.
• Serve as an escalation point for major incidents and client concerns.
• Collaborate with leadership to shape team structure, career progression, and service strategy.
• Contribute to quarterly business reviews and strategic account planning with clients.
• Direct Report to COO