COVI INC

Professional IT/MSP Service Manager

BRIEFLY

We are an Indianapolis based IT Partner and Professional Services Agency steadfast in advancing our client's technology tool set, while maximizing an organization’s IT investment in a client owned – IT provider managed model.

We have the knowledge, enthusiasm, and commitment in deploying solutions that result in an ever-improving IT experience for our client, in an environment that allows for an ever-evolving sandbox in which we push our personal growth and development.

THE JOB

We are in pursuit of a Professional IT Service Manager applicant that desires to advance their skills in a progressive environment. The ideal aspirant will be gregarious, resourceful, and self-motivated who tackles challenges and desires to learn something new daily.

The ideal candidate will have the supervisory and leadership skills to keep our service delivery in a predictable, measurable operation by promoting clear process, holding the team accountable to standards, and using data to drive continuous improvement. This role will maintain the operational discipline that allows our technical team to do their best work while ensuring our clients receive consistent, high-quality service

Responsibilities

• Maintain visibility into service delivery health and proactively address issues before they become client-facing problems
• Manage resource allocation and workload balance across managed services and professional services, ensuring the right people are working on the right things
• Develop team capability through coaching, training initiatives, and performance management including hiring and termination recommendations
• Own service delivery metrics and use them to identify problems, set improvement targets, and track progress toward operational goals

Professional Skills

• Data literacy and the ability to translate metrics into actionable insights
• Coaching and performance management, including difficult conversations
• Process design and operational improvement methodology
• Written and verbal communication with both technical teams and leadership
• Project management fundamentals for improvement initiatives
• Conflict resolution and problem mediation

Technical Skills

• Deep understanding of MSP service delivery models and best practices
• PSA system expertise in reporting, dashboards, and workflow configuration
• Working knowledge of IT service management frameworks and how they apply practically
• Sufficient technical fluency to understand service delivery challenges and evaluate solutions
• Documentation systems and knowledge management principles
• Understanding of professional services delivery and project coordination

CREDENTIALS

If this is still in your wheelhouse, you will also have 5-10 years of IT experience, college level degree or classwork, or appropriate certifications.

WHY

Our crew takes innovation for our clients, as well as our own self-development seriously. There’s nothing better than pioneering unique solutions, while improving a client’s experience and process - making things happen in creative ways.

We realize this approach requires investment. In addition to competitive compensation, we offer a solidly progressive working environment, working with the latest technologies, and hands on experience to compliment your evolving skill set.

If not now, when?

Pay: $90,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Work Location: Hybrid remote in Indianapolis, IN 46205