What you'll learn

  • Manage your time like a boss!

    Learn the fundamentals of the role. What does a service manager do? What should you spend your energy on and more importantly, what shouldn’t you be doing?

  • Know - and HIT - Your Numbers

    What are the metrics or key performance indicators (KPIs) that you should be tracking? Why are they important and what do they tell you about the work you and your team are doing.

  • Build a high performance team

    How to build meaningful relationships with your staff. How to get them to consistently follow direction without having to use threats or nagging. You will create an amazing high-performance culture.

"I feel like I have more control"

Previous students universally loved the course!

"I feel I have more control"

Scott B.

This course presents specific methods for managing a service team, with a very consistent philosophy of simplicity and accountability that really resonated with me. I've already implemented several internal and client-facing processes that were either directly layed out by the course or inspired by the course. I feel that I have more control. Our team is happier, communicates more and is more effective thanks to a few hours spent on this wonderful course. I personally feel like I've made a significant step forward in personal and career growth.

MSP owner has a clearer picture now

Roger M.

This course solidified a definition of Service Manager and helped to provide specific metrics with which to measure a culture of service excellence. For the new or seasoned IT Service Manager, this course is the ultimate How-To.

Full of valuable insights

Stephen P.

Todd's expertise and knowledge shows well in his delivery of content. During each session, there are quite a few takeaways and you will find your self having insight moments often.

Course curriculum

  • 1

    You're registered!

    • Welcome to the Service Manager Boot Camp!

    • Before you get started ...

  • 2

    Module 1 - What should you be doing all day?

    • Module 1 Intro

    • Service First Approach

    • The Service Manager Role

    • Managing The Business

    • You are the Steward of the Culture

    • Module 1 - One-pager

    • Communicating the changes with your team

    • Doing a Time Audit

    • Module 1 Resources & Assignments

  • 3

    Module 2 - Metrics That Matter

    • Metrics that matter

    • How to use metrics

    • Measure, Manage, Produce

    • Start with SLAs

    • The metrics to focus on

    • Utilization and stories

    • Dashboard Walkthroughs

    • Module 2 - One-Pager

    • Module 2 Resources

  • 4

    Module 3 - Managing and Retaining Staff

    • How to be an amazing manager

    • How to conduct one on ones

    • Managing by exception

    • Employee Engagement

    • Feedback, Daily Huddles, and Other Tools

    • Module 3 Review

    • Module 3 - Management Model

    • Module 3 Assignments & Resources

  • 5

    Module 4 - Hiring and onboarding amazing talent

    • When to Hire

    • Finding Amazing Talent

    • Interviewing Best Practices

    • Awesome Onboarding

    • Module Summary

    • Hiring and onboarding amazing talent

    • Module 4 Resources

    • Before you go!

    • Course Feedback

  • 6

    Bonus Workshops

    • How to Discipline Staff

Free Preview

Want to check out the course first?

You can sign up for a free preview of the first module of the course to see what the style and content of the course are. Just click the link below to get started on your free preview of the course.


  • Who is this course for?

    The course is built for anyone who is overseeing the service delivery team in an IT support organization. You could the owner of a managed service provider (MSP) or an employee working in an MSP. I have had employees and owners take the course and both have found it immensely valuable, just check out the testimonials above.

  • How long will the course take?

    The course will take 6-8 hours of learning time but can be done at your own pace. I've had students smash through the course in a weekend and others that do one module per week. Regardless of how quickly you go, right from the start, there will be actionable information that will help produce a positive impact for you and your team.

  • How can I afford this?

    The real question is how much will it cost you to not change the way you're managing your service delivery team? The content of this course is guaranteed to provide more value back to you than the cost of the course. If you take action and implement the systems that you learn in this course you will see a 17% increase in your business performance.

Your Industry Expert Instructor

Learn directly from an industry expert

Chief Educator

Todd Kane

I spent 15 years as a tech before moving into operations management. I have worked for 2 of the most successful MSPs in Canada and consulted for many emerging MSPs to help them mature their businesses. The systems I used in multiple companies before moving to consulting resulted in doubling top-line growth, doubling headcount, and consistently growing margins by double digits.


Get Started Today

This is the missing manual you've been looking for to master the role of service manager at an MSP. Don't delay, get the tools and systems you need.