As an MSP (Managed Service Provider) Operations Manager, you will oversee the daily operations of the MSP team responsible for delivering IT services and support to clients. You will manage personnel, optimize workflows, ensure service quality, and drive continuous process improvement to meet client expectations and business goals.
Key Responsibilities- Manage and lead a team of technical analysts, engineers, and support staff delivering IT infrastructure and managed services to clients.
- Oversee client deliverables, ensuring projects and service requests are completed on time, within scope, and with high quality.
- Develop and implement operational processes, best practices, and efficiency measures to improve service delivery and client satisfaction.
- Coordinate resource allocation and scheduling to optimize team productivity and response times.
- Monitor and analyze operational KPIs and service metrics to identify areas for improvement.
- Collaborate with internal departments and external vendors to support MSP service goals and compliance standards.
- Manage budgets, forecasting, and reporting for operational performance and resource planning.
- Provide coaching, mentoring, and development opportunities for team members.
- Ensure adherence to industry standards, regulatory requirements, and security policies in service delivery.
- Support business growth initiatives and client retention through strategic planning and operational excellence.
- Travel may be required to client sites or other operational locations as needed.
- Proven experience in operations management within an MSP or IT services environment.
- Strong leadership and team management skills with the ability to motivate and develop technical staff.
- Experience with workflow analysis, process improvement, and performance management.
- Familiarity with IT infrastructure, managed services delivery, and client relationship management.
- Excellent organizational, communication, and problem-solving abilities.
- Ability to handle budgeting, financial reporting, and resource planning.
- Flexibility to adapt to changing priorities and business needs.
Top Skills
What We Do
Red Cup IT is an enterprise-grade IT firm that provides MSP, MSSP, Project Delivery, and Skill Augmentation solutions. We have been in business for twelve years and support clients across the United States. Our hallmark is the delivery of skillsets in more than 100 IT solutions and SaaS applications. Red Cup IT’s technical staff constantly cross-train across their specializations.
Our company culture is unusual for firms of our nature. We strongly believe in IT skill transfer and knowledge sharing. Our customers’ business and IT leaders appreciate that we take care of the technical details so that they can focus on their strategic and business missions. Our end users appreciate the white glove support we provide. We focus on vendor relationship development and know how to get the most out of our partnerships on behalf of our clients.
