Job Descriptions

The Team Lead will be a direct connection between the Help Desk team and the service manager as well as the leadership team. Making a fundamental impact on daily process improvement.

Hiring a Tier 1 Help Desk Technician is often your first major investment in growing a scalable service team. This person becomes the voice of your MSP, the first touchpoint for clients when things go wrong. The following job description template gives you a solid foundation to find that person.

Tier 2 Help Desk Technicians are your frontline problem solvers, experienced enough to handle escalated issues but still heavily involved in daily client interactions. When you get this hire right, you create stability in your service desk and lay the groundwork for internal promotions.

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. The following job description template will help you attract the right kind of candidate.

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.

A Client Success Manager (CSM) is not a dispatcher, engineer, or sales rep; they are the primary steward of your client relationship. Their job is to build trust, ensure strategic alignment, and advocate for the client internally. In the RAP Model, they are Accountable for long-term client satisfaction and renewal readiness, Responsible for conducting business reviews, and Participate in service delivery and upsell discussions.

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

The RMM (Remote Monitoring and Management) Administrator is responsible for overseeing the operation, maintenance, and improvement of the RMM platform used to monitor and manage client systems for an IT Managed Service Provider.

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.

The Sales Manager is responsible for turning sales activity into consistent, strategic revenue. In an MSP or IT services company, this role ensures that sales isn’t just happening, it’s repeatable, measurable, and aligned with service delivery.

An Inside Sales Representative (ISR) is the engine behind your outbound activity and inbound responsiveness. This role is about making the first connection, qualifying leads quickly, and keeping your pipeline full of the right prospects. It requires curiosity, resilience, and excellent communication.