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.
QualificationsWhat 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
Skills Required
- Bachelor's degree in Computer Science, Computer Engineering, MIS, or a related field, or equivalent experience
- 5-7 years of experience in IT engineering, infrastructure operations, or managed services
- 3+ years leading technical teams, ideally in an MSP, Service Desk, NOC, or SOC environment
- Strong knowledge of ITIL and IT service management
- Experience managing service levels, SLAs, OLAs, and KPIs
- Strong technical documentation, executive communication, and client communication skills
- Willingness to participate in after-hours management escalation for critical incidents
- Experience with Windows Server, Active Directory, Microsoft 365, ConfigMgr, networking, firewalls, wireless, virtualization, cloud platforms, backup tools, RMM, PSA/ITSM platforms, PowerShell, and cybersecurity practices
- Experience at a mature MSP
- ITIL certification
- Microsoft, Cisco, CompTIA, VMware, or AWS certifications
- Track record leading automation or service transformation initiatives
- Experience with clients in regulated industries
What We Do
Fire Fighter Sales & Service Co. is a leading provider of comprehensive fire protection solutions, specializing in the design, installation, maintenance, and inspection of fire safety systems. Serving industrial and commercial organizations across the Pittsburgh tri-state area, they offer a wide array of products and services, including fire alarms, sprinklers, and suppression systems, as well as professional training and consultation to ensure life safety and property protection.
