Service Manager
School
Five seats, built for the person who owns whether tickets close on time.
Nobody ever handed them the playbook
Almost every service manager I meet got the job the same way. They were the best technician in the room, someone noticed, and they got promoted. What nobody handed over was a system for running a service department. They picked that up in the middle of a bad week, from whoever happened to be standing nearby.
Then we act surprised when the queue runs them instead of the other way around.
Service Manager School is the September intake into Opsleader Pro. Five seats, application only, built around the person who actually owns whether tickets close on time.
Four weeks on the fundamentals of the job
September covers the ground most service managers never got handed: what the role is, how to read your own help desk, and how to get a team engaged. We work it as a group, in the same weeks, comparing notes on real queues.
Tuesday sessions run 10:00 to 11:15 AM Pacific.
- →30 to 60 minutes back every week to spend on strategic priorities
- →A game plan for engaging your staff and lifting productivity
- →Confidence in how to do your job, and which actions make things better
Then the work gets bigger
From October you're in Pro proper, working the four pillars. Each month you find the biggest constraint, install the system that fixes it, and walk out with something built rather than a page of notes.
Everything Opsleader Pro already runs
I worked with a service manager whose utilization sat at 22 percent. Everyone assumed it was a staffing problem. It wasn't. Once we found the lever that was actually holding it down, it ran at 80.
I led operations at three of the largest IT service companies in Canada, and the teams I built won more than a dozen industry awards. Every framework in the program has been deployed in real MSPs doing between $1 million and $80 million in annual revenue.
A full year of resources and support, with a love it or leave it guarantee
The twelve-month commitment is there to hold you accountable to implementing the change and building the future you want.
Give it three months
If it isn't earning its place by then, tell me and you're out of the rest of the year. No exit fees, no awkward conversation.
This is for you if you...
Run operations at an MSP doing $1M to $10M
Have 5 or more technical staff
Own service delivery outcomes, whether or not the title says so
Are willing to put your numbers in front of the group
Can hold Tuesday mornings in September
Won't be put off by my unapologetic obsession with utilization and ticket close rates
- · Your MSP is under $1M
- · You want someone to do the work for you
- · September is already a write-off on your calendar
Apply for one of the five seats
The application takes about four minutes. I read every one and I'll tell you either way. Applications close Tuesday, September 1.
Start your application →Get approved and you're into Service Manager Boot Camp right away. It's the spine of the September curriculum, so you'll walk in up to speed and able to absorb more. Call it summer reading.
Everyone who applies gets a place in the free Opsleader community, seat or no seat.
Founder, Opsleader · 15+ years in MSP operations
Thinking of someone on your team?
If this sounds like a good fit for your service manager, the application has a spot for you to sponsor their seat, and it asks them one question in their own words, because a seat only works if the person in it wants it.
You get back a service manager who runs the desk on numbers you can both see, and hours of your week that the queue used to take.