Technical Service Manager (MSP)

We are seeking an experienced and highly organized Technical Service Manager to lead service delivery, client success, and project coordination within our Managed Service Provider (MSP) environment. This role combines elements of technical account management, project management, and customer success management (CSM) to ensure exceptional client experiences and operational efficiency.

The ideal candidate must have strong experience working within an MSP and be highly proficient with HaloPSA. This person will act as the primary operational liaison between clients, technical teams, and leadership while ensuring projects, tickets, escalations, and ongoing services are managed effectively.

Excellent communications skills are a must.

Key ResponsibilitiesService Delivery & Client Management

• Serve as the primary point of contact for assigned client accounts
• Build and maintain strong client relationships through regular communication and strategic guidance
• Conduct client service reviews and ensure customer satisfaction targets are met
• Manage escalations and coordinate resolution of service-related issues
• Monitor SLA compliance and ensure service quality standards are maintained
• Identify opportunities for service improvements and account growth

Project Management

• Coordinate onboarding projects, infrastructure upgrades, migrations, and recurring technical initiatives
• Manage project timelines, deliverables, and stakeholder communication
• Collaborate with engineering and support teams to allocate resources effectively
• Ensure projects are completed on time, within scope, and within budget
• Maintain project documentation and reporting inside HaloPSA

Operational & PSA Management

• Utilize HaloPSA for ticket management, workflows, scheduling, reporting, asset management, and project tracking
• Review ticket queues and ensure proper prioritization and technician accountability
• Develop and improve operational processes and automation within HaloPSA
• Create reports and dashboards for service metrics, KPIs, and customer performance
• Assist in documenting SOPs and internal operational procedures

Customer Success Responsibilities

• Proactively identify client risks and recommend solutions
• Ensure clients are adopting and benefiting from managed services offerings
• Conduct regular follow-up meetings and maintain client satisfaction
• Support renewals, contract discussions, and service alignment initiatives

Required Qualifications

• 3+ years of experience in a Managed Service Provider (MSP) environment
• 2+ years in a service management, technical account management, project management, or similar client-facing leadership role
• Strong hands-on experience with HaloPSA (required)
• Understanding of IT infrastructure, networking, Microsoft 365, cloud services, and cybersecurity concepts
• Experience managing technical projects and coordinating cross-functional teams
• Excellent client communication and relationship management skills
• Strong organizational and time-management abilities
• Experience handling escalations and maintaining SLA compliance
• Ability to prioritize multiple tasks in a fast-paced MSP environment

Preferred Qualifications

• Experience with RMM platforms and MSP toolsets
• Familiarity with ITIL service delivery principles
• PMP, ITIL, or related certifications are a plus
• Experience with documentation platforms such as IT Glue or Hudu
• Knowledge of cybersecurity frameworks and compliance standards
• Previous experience improving PSA workflows and automation

Technical Skills

• HaloPSA
• Microsoft 365
• Windows Server & Desktop environments
• Networking fundamentals
• Ticketing & SLA management
• Project coordination tools
• Documentation management systems
• Reporting and KPI analysis

Soft Skills

• Strong leadership and accountability
• Excellent written and verbal communication
• Customer-first mindset
• Problem-solving and critical thinking
• Ability to manage competing priorities
• Team collaboration and coordination

What Success Looks Like

• High client satisfaction and retention
• Consistent SLA achievement
• Successful project delivery
• Efficient ticket flow and operational organization
• Improved internal processes and client communication

Compensation & Benefits

• Competitive salary based on experience
• Health benefits
• Paid time off
• Professional development opportunities
• Flexible work environment (if applicable)

Please NOTE:

This is NOT a work from home position, you will be required to come into the NY office a min of 4 days a week.

About us

Working with top companies, BlueSwitch has become one of the most trusted names in IT services, and web development on the East Coast.

Located in the heart of FiDi, we work hard to keep our environment relaxed, friendly and fun, while still managing to get our work done. We have frequent company outings and a dedicated game room in addition to the usual (free) gourmet coffee and snack options.

Blueswitch is an MSP in New York City serving a varied group of small and mid-size businesses.

If you're looking for challenge and variety , this may be the place for you! You'll work in an engaging office environment in a great location with a fun, close-knit, and dedicated team. You'll meet nice people, have a manageable schedule, and will constantly be learning new skills.

Job Type: Full-time

Pay: $95.00 - $150,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Compensation Package:

• Bonus pay

Work Location: In person