Lead the team that keeps our clients running.
If you've led an MSP service team and you know how to turn a busy board into happy clients, a motivated team, and clean metrics, we want to meet you. This is a chance to run helpdesk, field services, and project delivery for a 30-year company that's growing fast and investing in AI-driven tools.
Why This Role Is Different
- Real ownership: You'll run all of service delivery: helpdesk, field services, and projects. This isn't a desk supervisor role
- Modern tooling: We're building our own AI-assisted ticketing and automation tools, and you'll help shape how they're used across the team
- A seat at the table: You'll report directly to our CTO and help set how we scale service as the company grows
- Room to build: Double-digit growth means hiring, process design, and new service offerings, not just maintaining the status quo
What You'll Do
- Lead a service organization of 25-30 people, including managers, team leads, helpdesk technicians, field engineers, and project staff
- Coach and develop your managers and team leads so they can lead their own teams effectively
- Own the service board: dispatch, prioritization, escalations, and workload balance
- Hit SLA, response, and resolution targets while keeping client satisfaction high
- Oversee project delivery, including onboarding, migrations, and infrastructure projects, so they finish on time and on budget
- Track and improve key metrics such as utilization, first-contact resolution, ticket aging, CSAT, and project margin
- Build and refine processes, documentation, and standards so the team works consistently
- Own after-hours and on-call support, with ultimate responsibility for coverage and response
- Act as the escalation point for clients and meet with them on service quality
- Partner with sales and account management on scoping, onboarding, and client health
- Hire, train, and conduct performance reviews, and build clear career paths so team members grow with Century
What Success Looks Like
- First 90 days: Learn our clients, team, and tools; assess the service board and metrics; deliver an improvement plan
- By 6 months: Consistently meet SLA and CSAT targets, with clear dashboards and a steady weekly operating rhythm
- Year one: Measurably improve team performance, client communication, and CSAT, and put a career development plan in place for every team member
What You'll Earn
- Base salary
- Performance bonus tied to service metrics
- Health, dental, and vision insurance
- 401(k) with company match
- PTO and paid holidays
- Ongoing leadership and technical training, including certifications
What We're Looking For
- 5+ years managing technical teams at an MSP or IT services provider, with direct responsibility for helpdesk and field technicians
- Experience leading a team of 20+ people, including managing other managers or team leads
- Experience running a service board, including dispatch, SLAs, escalations, and technician performance
- Experience overseeing IT projects such as client onboarding, migrations, or infrastructure deployments
- A data-driven approach to managing KPIs and reporting results to leadership
- Strong technical grounding in Microsoft 365, Windows, networking, and security, enough to coach your team and earn their respect
- Experience with a PSA and RMM platform; ConnectWise experience is a strong plus
- Clear, confident communication with clients, technicians, and executives
- ITIL or similar service management knowledge is a plus
- A bachelor's degree is preferred but not required
Schedule and Location
This is a full-time, on-site leadership role based in our Tyrone, GA office, Monday through Friday, 8:00 a.m. to 5:30 p.m. As the leader of service delivery, you'll oversee after-hours and on-call support and hold ultimate responsibility for coverage.
