MSP Engineering Manager
About The Position
Les Olson Managed IT Services is seeking a Manager, Managed Services Engineering to lead its engineering operations team and drive service excellence across its managed services organization. The role oversees approximately 10 engineers and team leads responsible for service delivery, escalations, infrastructure support, automation, and operational improvement. This leader balances people leadership, customer experience, technical strategy, operational performance, and business outcomes. The role is focused on developing high-performing teams, improving processes, leveraging automation and AI, and driving measurable results—not simply managing tickets. As a member of the Managed IT leadership team, the manager helps shape workforce planning, operational maturity, service delivery, and the future of the managed services organization.
Requirements
- At least 7 years of IT infrastructure, operations, or managed services experience.
- At least 3 years leading technical teams in a support, engineering, or service delivery environment.
- Experience managing teams of 8–15 technical professionals.
- Strong background in Microsoft Azure, Microsoft 365, Entra ID, Intune, Windows and Linux administration, networking, cybersecurity, and endpoint management.
- Experience with PSA/ITSM platforms such as Autotask, ConnectWise, HaloPSA, or ServiceNow.
- Proven success implementing automation, integrations, scripting, Power Platform, Copilot, or AI-driven operational improvements.
- Accountable, strategic, and people-focused leadership approach, with a passion for building high-performing teams and driving continuous improvement.
Nice To Haves
- Managed service provider (MSP) experience is strongly preferred.
Responsibilities
- Lead, coach, and develop a team of L1–L3 engineers and team leads in an MSP support environment.
- Oversee daily customer service operations, escalations, SLAs, and team performance.
- Drive operational excellence through ITIL-based practices and continual service improvement.
- Serve as a senior technical leader across Microsoft, cloud, infrastructure, networking, security, and endpoint technologies for customer systems.
- Lead automation and AI initiatives, including Microsoft Copilot, Copilot Studio, Power Platform, and workflow automation.
- Monitor operational metrics and implement improvements that enhance efficiency, customer satisfaction, and business performance.
- Help shape workforce planning, operational maturity, service delivery, and the future of the managed services organization.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
