MSP Operations Manager

All Lines Technology • Cranberry, PA

3d

About The Position

All Lines Technology is seeking an MSP Operations Manager to lead day-to-day delivery of managed services. The role leads the Service Desk and Tier 3/4 Engineering team, which support client end users, servers, networks, cloud platforms, and infrastructure. The manager reports to the Director of Managed Services, serves as a senior escalation point for client-impacting issues, and works closely with account, cybersecurity, architecture, and project teams.

The position oversees service levels and client expectations, team performance, the health and security of client environments, major incident response, service-management processes, automation, operational reporting, staff development, 24x7x365 coverage, and backup and recovery coordination. It also manages the managed-services toolset and contributes to the managed services roadmap.

Requirements

• 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 at an MSP or in a Service Desk, NOC, or SOC environment.
• Strong knowledge of ITIL and IT service management, with experience managing to SLAs and KPIs.
• Strong communication skills, including technical documentation and executive and client updates.
• Willingness to participate in after-hours management escalation for critical incidents.
• Technical background in 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 Haves

• 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.

Responsibilities

• Lead service delivery and ensure service levels (SLAs and OLAs) and client expectations are met, balancing proactive maintenance with reactive support and holding the NOC, SOC, and other partners accountable.
• Manage the support teams by setting direction for the Service Desk supervisor and Tier 1/2 support, leading Tier 3/4 engineers, keeping ticket queues moving, and encouraging knowledge sharing between tiers.
• Oversee monitoring, patching, vulnerability remediation, firmware updates, and compliance reporting to keep client environments healthy.
• Coordinate responses and communications during outages, and own Incident, Problem, and Change processes, including root-cause follow-up in line with ITIL.
• Ensure security alerts and vulnerabilities on client systems are triaged and fixed and that clients remain within security baselines.
• Build and maintain SOPs and runbooks; identify opportunities to automate and standardize work using PSA/ITSM, RMM, scripting, and AI-enabled tools.
• Track KPIs, SLA results, and client satisfaction; manage the MSP toolset and help shape the managed services roadmap.
• Hire, coach, and develop staff; manage 24x7x365 coverage, scheduling, time approvals, and labor costs.
• Ensure backups are monitored, failed jobs are escalated, and recovery efforts are coordinated.
• Serve as a senior escalation point for client-impacting issues and participate in after-hours management escalation for critical incidents.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager