MSP Supervisor

Title: MSP Supervisor

Employment: Full-Time Exempt

Reports to: Manager of Operations

Location: Divine Logic Inc. (Fresno, CA)

Compensation: $85,000 - $100,000 annually

Benefits: Bonuses, 401(k), profit sharing, shared medical premiums, company-provided dental & vision, life insurance, paid certifications, PTO, mileage reimbursement.

About Divine Logic

Divine Logic is a Fresno-based Managed IT and vCIO consulting company with over 30 years of experience serving businesses throughout California’s Central Valley. We support small and mid-sized organizations across several industries including healthcare, construction, hospitality, agriculture, and others by designing, securing, and managing reliable technology environments.

We believe great IT starts with strong people who value teamwork, mentorship, accountability, and continuous improvement. Our approach is practical and built around proactive support and long term partnerships with our clients and each other.

Position Summary

We are seeking a dynamic and proactive MSP Supervisor to lead and oversee our Managed Service Provider (MSP) operations. In this pivotal role, you will coordinate service delivery, manage client relationships, and ensure the highest standards of customer satisfaction. Your leadership will drive team performance, streamline processes, and foster a culture of continuous improvement. The MSP Supervisor plays a critical role in service quality, team development, and client satisfaction. This position directly influences operational maturity and supports Divine Logic’s continued growth.

What We’re Looking For

To be successful in this role, you must already be able to:

· Lead and hold a team accountable to SLAs, ticket quality, and documentation standards

· Prioritize and balance competing demands across multiple clients and technicians

· Make real-time decisions that protect service quality and client trust

· Review technical work and identify when escalation is required

· Coach underperforming employees and address issues directly and professionally

· Enforce processes consistently, even when it’s uncomfortable

· Communicate clearly with technicians, engineers, and leadership

· Identify recurring problems and drive root cause and process improvement

· Maintain composure during service disruptions and high pressure incidents

· Take ownership of outcomes, not just task assignment

Job Responsibilities:

· Oversee daily MSP ticket queues and workload distribution

· Ensure tickets are worked according to priority, SLA, and client expectations

· Review ticket quality, time entries, and documentation for accuracy

· Identify bottlenecks, recurring issues, and process gaps

· Effectively coordinate time sensitive escalations

· Participate in on call coordination and escalation coverage

· Mentor junior staff while reinforcing standards and expectations

· Address performance issues, corrective action, and improvement plans

· Assist with onboarding and training of new hires

· Enforce Divine Logic SOPs, documentation standards, and workflows

· Contribute to the development and refinement of internal processes

· Ensure accurate and current client documentation and runbooks

· Partner with leadership on service improvements

· Act as the primary operational liaison between technicians and management

· Communicate service issues, trends, and risks to leadership

· Assist with client communications during service impacting incidents

· Support vCIO and project planning efforts as needed

Experience:

• 3 years of managerial experience in an IT environment
• Proven experience managing ticket queues and technician workloads
• Demonstrated accountability for service delivery and team performance
• Strong understanding of MSP service models and SLAs
• Working knowledge of:
• Windows workstations and servers
• Networking basics (VLANs, VPNs, firewalls at a conceptual level)

Education

• 4-year degree
• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred, but not required.
• Relevant industry certifications (ITIL, CompTIA Network , Security , or equivalent) a plus but not required

Job Type: Full-time

Pay: $85,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $85,000 - $100,000