MSP Operations Manager
About The Position
The MSP Operations Manager runs the day-to-day delivery of managed services and leads the Service Desk and Tier 3/4 Engineering team. These teams support client end users, servers, networks, cloud platforms, and infrastructure. The role reports to the Director of Managed Services and serves as a senior escalation point for client-impacting issues, working closely with account, cybersecurity, architecture, and project teams. The manager oversees service delivery and support operations, maintains service levels and client expectations, and balances proactive maintenance with reactive support. They oversee monitoring, patching, vulnerability remediation, firmware updates, compliance reporting, major incident response, and continuity activities. The role also owns Incident, Problem, and Change processes in line with ITIL, develops and automates operational procedures, tracks service performance, manages the MSP toolset, and hires and develops staff. It includes managing 24x7x365 coverage and participating in after-hours management escalation for critical incidents.
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 or more 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.
- 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.
- Willingness to participate in after-hours management escalation for critical incidents.
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
- Ensure service levels (SLAs and OLAs) and client expectations are met; balance proactive maintenance with reactive support and hold the NOC, SOC, and other partners accountable.
- Set direction for the Service Desk supervisor and Tier 1/2 support, lead Tier 3/4 engineers, keep ticket queues moving, and encourage 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.
- Take part in after-hours management escalation for critical incidents.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
