MSP Operations Manager

MSP Operations Manager
We are looking for an MSP Operations Manager to oversee and direct the day-to-day activities of our information technology (IT) Team, and ensure that systems, services, and infrastructure work reliably and securely. The MSP Operations Manager will lead a team to implement networks and servers, respond to user help desk requests, and monitor system stability and performance. They will provide guidance and leadership to the IT Team and its technicians, and also directly support end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues.

Education/Experience:
- 5 or more years of related experience in a technical IT support position and/or related training or certification and/or Bachelor’s Degree in Information Technology, Information Systems, Computer Engineering, or related field.
- Recent experience working for an MSP is preferred.
- Must be very organized, methodical, and be able to multi-task.
- Great interpersonal, communication, and organizational skills.
- Excellent phone and customer service skills.
- Must be able to handle stress well in a fast-paced environment.

Responsibilities/Duties:
• Foster strong relationships with clients, understanding their needs and ensuring satisfaction with MSP services.
• Manage and lead the MSP team, providing guidance, support, and direction for effective service delivery.
• Ensure that MSP services meet or exceed client expectations in terms of performance, reliability, and responsiveness.
• Oversee the resolution of client incidents and service requests, coordinating responses and ensuring timely resolutions.
• Monitor and enforce SLAs to meet agreed-upon service levels and response times.
• Optimize resource allocation within the team to meet client demands and maintain service quality.
• Facilitate the onboarding of new clients, ensuring smooth integration of their systems with MSP services.
• Identify opportunities for service improvement and implement changes to enhance efficiency and client satisfaction.
• Manage relationships with third-party vendors and partners to ensure seamless integration of services.
• Develop and manage budgets for MSP operations, ensuring cost-effective service delivery.
• Implement tools and processes for monitoring the performance of MSP services and making improvements as needed.
• Maintain accurate documentation of client configurations, service agreements, and internal processes.
• Provide ongoing training to the MSP team to keep them updated on new technologies and best practices.
• Implement and monitor security measures to protect client systems and data

Education Requirements:
- Holds at least a BS/BA. Preferably in Information Technology, Computer Science, Business, or a related discipline
- Professional certifications (i.e. Microsoft Certified Systems Administrator-MCSA)

Qualifications
Successful MSP Operations Manager applicants will have experience working for an IT Services Company (MSP) and have experience managing a technical IT Infrastructure team.

You will be asked to answer the following questions when submitting a proposal:
1) What part of this project most appeals to you?
2) Why do you think you are a good fit for this particular project?
3) Describe your recent experience with similar projects
4) Please list any certifications related to this project
5) How will you suggest improvements if you disagree with an existing process?