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This role will answer inbound phone calls from clients requesting immediate technical support as well as inbound requests from clients via other methods such as email or a ticketing portal.

This role will answer inbound requests from clients via other methods such as email or a ticketing portal.

A great Service Coordinator is the unsung hero of your help desk. While techs focus on solving problems, the Service Coordinator ensures the entire workflow moves smoothly, tickets are prioritized, SLAs are met, and clients feel seen and supported.

Your Service Manager is the backbone of your MSP’s service delivery. This role ensures your team is supported, your clients are happy, and your processes are actually followed (and improved). Done well, a Service Manager becomes a trusted internal leader, someone who prevents fires, mentors technicians, and drives the metrics that matter.

The Client Success Manager is responsible for managing the relationship between the MSP and their assigned list of clients.

An IT MSP Account Manager, serves as the primary point of contact for our clients, is responsible for managing relationships, identifying business opportunities, and ensuring the delivery of excellent IT services.

A Business Development Manager's mission is to find and close new business with a hunter mentality and approach.

A Sales Engineer is the bridge between client needs and technical solutions. In an MSP, this role is critical during the pre-sales and renewal stages, helping sales teams avoid overselling, underscoping, or offering misaligned services. A great SE combines business acumen with technical depth, ensuring that what’s promised in the sales process is not only possible but also well-structured for the service team to deliver.