We're looking for an MSP Operations Manager to run the day-to-day delivery of our managed services. You'll lead our Service Desk and our Tier 3/4 Engineering team. Together they support client end users, servers, networks, cloud platforms and infrastructure. You'll report to the Director of Managed Services and be a senior escalation point when client-impacting issues come up. You'll also work closely with our account, cybersecurity, architecture and project teams.

What you'll do

• Lead service delivery

Make sure we meet our service levels (SLAs and OLAs) and client expectations. Balance proactive maintenance with reactive support, and hold the NOC, SOC and other partners accountable.

• Manage the support teams

Set direction for the Service Desk supervisor and Tier 1/2 support. Lead the Tier 3/4 engineers, keep ticket queues moving, and encourage knowledge sharing between tiers.

• Keep environments healthy

Oversee monitoring, patching, vulnerability remediation and firmware updates, along with compliance reporting.

• Handle major incidents

Coordinate the response and communications during outages. Own the Incident, Problem and Change processes, including root cause follow-up, in line with ITIL.

• Work with cybersecurity

Make sure security alerts and vulnerabilities on client systems are triaged and fixed, and that clients stay within security baselines.

• Improve and automate

Build and maintain SOPs and runbooks. Look for chances to automate and standardize work using PSA/ITSM, RMM, scripting and AI-enabled tools.

• Report on performance

Track KPIs, SLA results and client satisfaction. Manage the MSP toolset and help shape the managed services roadmap.

• Develop the team

Hire, coach and develop staff. Manage 24x7x365 coverage, scheduling, time approvals and labor costs.

• Protect continuity

Make sure backups are monitored, failed jobs are escalated and recovery efforts are coordinated.

What you'll bring

• A bachelor's degree in Computer Science, Computer Engineering, MIS or a related field, or equivalent experience
• 5–7 years in IT engineering, infrastructure operations or managed services
• 3 years leading technical teams, ideally at an MSP or in a Service Desk, NOC or SOC environment
• Strong knowledge of ITIL and IT service management, and experience managing to SLAs and KPIs
• Strong communication skills, from technical documentation to executive and client updates
• Willingness to take part in after-hours management escalation for critical incidents

Technical background

Windows Server, Active Directory, Microsoft 365, ConfigMgr; networking, firewalls and wireless; VMware, Hyper-V, Citrix, Azure and AWS; Veeam or similar backup tools; RMM and PSA platforms; PowerShell; and core cybersecurity practices.

Nice to have

• Experience at a mature MSP
• ITIL certification
• Microsoft, Cisco, CompTIA, VMware or AWS certifications
• A track record leading automation or service transformation work
• Experience with clients in regulated industries