Service Manager (MSP) - Remote (Philippines)

TYPE OF WORK

Full Time

WAGE / SALARY

3400 CAD and up depending on experience

HOURS PER WEEK

40

DATE UPDATED

Sep 28, 2026

JOB OVERVIEW

*** Service Manager (MSP) - Remote Work From Home (Philippines) ***

Help Build a World-Class MSP Service Team

*** Working Hours (Mon-Fri 8am - 6pm EST ie: your night time)

MYDWARE IT Solutions is a cybersecurity-focused Managed Service Provider (MSP) supporting small and mid-sized businesses across Canada. We are looking for an experienced Service Manager to lead our service delivery team, improve accountability, strengthen customer satisfaction, and help us scale.

*** This is not a technical escalation role.

*** We are not looking for the strongest technician on the team.

We are looking for a leader who can build an exceptional service organization, coach people, improve processes, and ensure our clients receive a consistently outstanding experience.

*** What You'll Be Doing ***

- Lead the day-to-day operations of the service desk

- Manage ticket queues, response times, and service levels

- Conduct regular one-on-one coaching sessions with technicians

- Improve technician accountability and ownership

- Handle customer escalations and difficult situations professionally

- Monitor team performance and identify improvement opportunities

- Review ticket quality, documentation, and communication standards

- Work closely with leadership to improve processes and efficiency

- Build a culture focused on customer service, teamwork, and continuous improvement

- Ensure cybersecurity best practices are being followed throughout service delivery

- Help create and maintain SOPs, workflows, and operational documentation

*** What We're Looking For (Required) ***

- Previous experience working for a Managed Service Provider (MSP)

- Experience leading technical support or help desk teams

- Strong understanding of service delivery and customer experience

- Excellent written and verbal English communication skills

- Experience handling customer escalations

- Strong organizational and leadership abilities

- Ability to manage remote employees and hold people accountable

- Experience working with PSA and ticketing systems

*** Preferred ***

- HaloPSA experience

- Datto RMM, NinjaOne, ConnectWise, AutoTask, or similar tools

- ITIL knowledge

- Cybersecurity awareness and security-first mindset

- Experience managing distributed or international teams

- What Success Looks Like

*** After 90 days: ***

- You understand our team, clients, processes, and tools

- Regular one-on-one meetings are happening with every technician

- Ticket quality and documentation are improving

- Escalations are being addressed quickly and professionally

- Leadership has visibility into team performance and challenges

*** After 6 months: ***

- Technicians are taking greater ownership and accountability

- Customer satisfaction scores are improving

- Ticket backlogs are under control

- Service levels are consistently being met

- Processes are documented and repeatable

- Leadership is spending significantly less time involved in day-to-day service desk management

*** After 12 months: ***

- MYDWARE operates with a mature, process-driven service organization

- The service desk runs smoothly without constant executive involvement

- Customer retention and customer satisfaction have improved

- Team members are growing professionally through coaching and mentorship

- Escalations have decreased because problems are being addressed proactively

- The service team consistently delivers an exceptional client experience

*** Our Core Values ***

- Cybersecurity First

- Honesty and Integrity

- Responsive, Reliable Service

Every decision we make is guided by these values.

*** Why Join Us? ***

- Work directly with company leadership

- Help shape and improve an established MSP

- Opportunity for long-term growth

- Supportive and collaborative team environment

- Make a real impact on the success of our clients and our organization

*** To Apply (Read carefully) ***

Please submit ALL of the following:

- Your resume

- A brief summary of your MSP experience

- The number of technicians you have directly managed

- The PSA and RMM platforms you have used

- A short video explanation of how you improved service delivery or customer satisfaction in a previous role and why you think you are the right candidate for this role

Important: Applications without MSP experience will not be considered. We are specifically seeking candidates who understand the unique challenges and pace of managed services.

SKILL REQUIREMENT

Project Management
English Speaking
Customer Service

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