Service Manager (MSP)
Fabre Tech, Fairfield, NJ, United States
AtFabre Tech, we’re not just another Managed Service Provider — we’re redefining what an MSP can be.
We’re looking forhigh-performing Service Managerwho want to grow with the company, not just collect a paycheck.
Here’s what makes Fabre Tech different:
Effort is always recognized. When the company wins, you win — financially and professionally.
We’re scaling fast, not just growing. This is your chance to get in during our expansion phase and help shape the future of IT on the East Coast and Globally.
We do things differently. Fabre Tech is bringing the Silicon Valley mindset to the MSP world — automation, innovation, and client experience.
Culture comes first. Our CEO stands by one philosophy: Happy employees = happy clients = a thriving business.
Leadership that gets it. Our CEO has over 15 years in the Managed Services industry and has done every role — from help desk to systems architecture — so he truly understands what engineers face day-to-day.
Your ideas matter. This is a team-driven environment where everyone’s input shapes how we scale and improve.
Career growth is built-in. Whether you want to specialize in cybersecurity, cloud infrastructure, or leadership, we’ll build a growth plan together to get you there.
If you want to join a winning team that values loyalty, innovation, and a global mindset —Fabre Tech is where you belong.
Location:Fairfield, NJ
Type:Full-Time | Permanent
Reports to:CEO
Compensation:Competitive base + performance incentives + growth-based bonuses
What You’ll Do
This role is responsible for owning the service delivery engine at Fabre Tech. You will lead the help desk, manage performance, enforce standards, and ensure every client receives a white-glove experience.
Manage and oversee the service team and escalation workflows within the PSA platform
Ensure tickets are properly triaged, assigned, and resolved within SLA expectations
Monitor and drive KPIs across the service team:
Response time
Resolution time
Client satisfaction
Act as the point of accountability for service delivery quality
Coach, mentor, and develop engineers to improve performance and skillsets
Run daily and weekly service meetings to review metrics, blockers, and improvements
Ensure proper communication standards are followed (clear, proactive updates to clients)
Identify inefficiencies and implement process improvements and automation
Work closely with leadership on resource planning and scaling strategy
Step in during high-priority issues (P1 incidents) to ensure coordination and communication
What We’re Looking For
3–7+ years of experience in an MSP environment
2+ years in a leadership or service management role preferred
Strong understanding of:
Help desk operations and escalation paths
SLA management and ticket workflows
PSA platforms and documentation tools
Proven ability to manage people, not just tickets
Strong communication and accountability mindset
Ability to operate in a fast-paced, scaling environment without losing structure
Someone who enforces standards while building trust and respect with the team
Bonus Points For
Experience building or scaling a service desk
Familiarity with automation and workflow optimization
Background in cybersecurity service delivery (MDR, compliance, etc.)
Experience implementing KPIs and performance tracking systems
Exposure to vCIO processes or client-facing strategy
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We’re looking forhigh-performing Service Managerwho want to grow with the company, not just collect a paycheck.
Here’s what makes Fabre Tech different:
Effort is always recognized. When the company wins, you win — financially and professionally.
We’re scaling fast, not just growing. This is your chance to get in during our expansion phase and help shape the future of IT on the East Coast and Globally.
We do things differently. Fabre Tech is bringing the Silicon Valley mindset to the MSP world — automation, innovation, and client experience.
Culture comes first. Our CEO stands by one philosophy: Happy employees = happy clients = a thriving business.
Leadership that gets it. Our CEO has over 15 years in the Managed Services industry and has done every role — from help desk to systems architecture — so he truly understands what engineers face day-to-day.
Your ideas matter. This is a team-driven environment where everyone’s input shapes how we scale and improve.
Career growth is built-in. Whether you want to specialize in cybersecurity, cloud infrastructure, or leadership, we’ll build a growth plan together to get you there.
If you want to join a winning team that values loyalty, innovation, and a global mindset —Fabre Tech is where you belong.
Location:Fairfield, NJ
Type:Full-Time | Permanent
Reports to:CEO
Compensation:Competitive base + performance incentives + growth-based bonuses
What You’ll Do
This role is responsible for owning the service delivery engine at Fabre Tech. You will lead the help desk, manage performance, enforce standards, and ensure every client receives a white-glove experience.
Manage and oversee the service team and escalation workflows within the PSA platform
Ensure tickets are properly triaged, assigned, and resolved within SLA expectations
Monitor and drive KPIs across the service team:
Response time
Resolution time
Client satisfaction
Act as the point of accountability for service delivery quality
Coach, mentor, and develop engineers to improve performance and skillsets
Run daily and weekly service meetings to review metrics, blockers, and improvements
Ensure proper communication standards are followed (clear, proactive updates to clients)
Identify inefficiencies and implement process improvements and automation
Work closely with leadership on resource planning and scaling strategy
Step in during high-priority issues (P1 incidents) to ensure coordination and communication
What We’re Looking For
3–7+ years of experience in an MSP environment
2+ years in a leadership or service management role preferred
Strong understanding of:
Help desk operations and escalation paths
SLA management and ticket workflows
PSA platforms and documentation tools
Proven ability to manage people, not just tickets
Strong communication and accountability mindset
Ability to operate in a fast-paced, scaling environment without losing structure
Someone who enforces standards while building trust and respect with the team
Bonus Points For
Experience building or scaling a service desk
Familiarity with automation and workflow optimization
Background in cybersecurity service delivery (MDR, compliance, etc.)
Experience implementing KPIs and performance tracking systems
Exposure to vCIO processes or client-facing strategy
#J-18808-Ljbffr