The Role
Manage day-to-day managed services delivery, leading Service Desk and Tier 3/4 engineering teams. Oversee SLAs, incidents, infrastructure health, cybersecurity remediation, backups, ITIL processes, automation, reporting, staffing, and 24x7 coverage. Coordinate major incident response, improve operational standards, manage MSP tools, develop employees, and serve as a senior escalation point for client-impacting issues.
Summary Generated by Built In
All Lines Technology is 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
What you'll bring
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
What you'll do
- Lead service delivery
- Manage the support teams
- Keep environments healthy
- Handle major incidents
- Work with cybersecurity
- Improve and automate
- Report on performance
- Develop the team
- Protect continuity
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
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, and KPIs
- Strong technical documentation, executive communication, and client update skills
- Willingness to participate in after-hours management escalation for critical incidents
- Experience with Windows Server, Active Directory, Microsoft 365, and Microsoft Configuration Manager
- Experience with networking, firewalls, wireless, virtualization, cloud platforms, backup tools, RMM, PSA 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 work
- Experience with clients in regulated industries
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The Company
What We Do
All Lines Technology is a leader in Edge to Cloud solutions that enable our customers to achieve optimal results utilizing best-of-breed technology solutions and services. Founded in 2000, All Lines Technology has steadily grown as a trusted advisor for our customers and partner, locally, nationally, and globally. Our goal is to help companies streamline and improve the way they buy, implement, and manage their technology needs. All Lines has an experienced and robust technical and sales staff that supports our broad range of customers from start-ups to Fortune 500. By leveraging cutting-edge technology and management solutions from industry leaders, we ensure you receive the technology solutions you require, delivered with the highest level of service and security.
