MSP Team Manager

Go West IT • Greenwood Village, CO

3d • Hybrid

About The Position

As a leading technology service provider in Colorado, Go West IT is the trusted guide to the digital frontier. Our mission is to help companies benefit from technology by expertly guiding them to opportunities and protecting them from harm. We do this by providing a team of trusted guides with the knowledge, skills, and expertise needed to navigate this constantly changing landscape. Our entire team is continually building their knowledge base, keeping us ahead of the technology curve and helping us succeed in our mission. The MSP Manager will lead the MSP Team, ensuring alignment with company values and objectives. Your role involves managing a team of technical professionals, making informed decisions, and driving constant improvements in service offerings and MSP processes. You will also manage relationships with external IT vendors, facilitate team collaboration, and ensure the accuracy and security of managed service platforms. Strong technical skills, proactive communication, and a commitment to continuous learning are essential. Additionally, you will support professional development within your team, set performance standards, and hold performance accountability for team members.

Requirements

• Minimum 5 years’ experience in information systems or similar field, and/or applicable industry certifications
• ITIL 4 Foundation Certification
• CompTIA Security+ Certification or comparable
• Minimum of 3 years in a managerial, supervisor, or leadership role
• Experience with M365, Azure DevOps, Azure Cloud, Power BI, Fortinet, PowerShell, SQL, APIs, automation, data modeling, vulnerability management and remediation
• Experience leading DevOps projects and engineers
• Experience administering multiple MSP Platforms
• Exceptional problem-solving and troubleshooting skills
• Effective communication and interpersonal skills, with the capacity to collaborate with internal and external teams and convey technical concepts to non-technical stakeholders
• Knowledge of security best practices
• Authorization to work in the United States
• Consistent demonstration of Go West core values, as well as encouragement and development of the same in team and staff
• Demonstration of outstanding leadership, with the proven ability to make quick yet informed decisions with great judgment
• Lead team weekly meetings to discuss issues, review key performance indicators and drive progress on quarterly objectives
• Extremely strong technical skills and a commitment to development of your skillset through research, learning, and certifications
• Strength in gathering data and making intelligent recommendations and decisions based on that information
• Manage, build relationships with, and monitor the activities of external third-party information technology vendors
• Professional, solution-minded, and friendly demeanor with a strength in building strong business relationships internally and externally
• Facilitate collaboration between your team and the organization
• Commitment to proactive communication with team and organization
• Excellent communication skills, the ability to prioritize workload, and manage stakeholder expectations
• Detail-focused personality with a penchant for organization, documentation, and process
• Ability to prioritize and address the needs of both Go West and its clients
• Strong analytical and strategic mindset, from a macro and micro perspective
• Ability to learn quickly, with a love of taking on new challenges and personal motivation to constantly improve.
• Bring contagious energy, a can-do mindset, and pride in delivering exceptional results to the organization with a strong sense of ownership and enthusiasm that drives momentum and encourages the best in those around them.
• Serve as a backup for other technical managers
• In office participation for first 90 days, 3 days in office weekly preferred long term at President’s discretion

Nice To Haves

• Advanced ITIL 4 Certification(s)
• 5 + years of experience in a Managed Services Provider environment
• Deep understanding of the MSP industry
• Deep understanding of the security challenges MSPs face
• Experience leading the development of solutions and processes for MSPs
• Knowledge of and experience with the following Azure technologies: Automation Accounts Function Apps / Web Apps Storage Accounts Azure DevOps (Repos, Artifacts, and Pipelines) Dashboards / Log Analytics (KQL) Azure SQL
• Relevant Cyber Security Industry certification(s)
• Relevant MSP Platform Certifications

Responsibilities

• Engaged leadership of Go West’s MSP Team to achieve departmental and company objectives
• Manage a team comprised of MSP Administrators, Engineers, and DevOps roles
• Serve as the first escalation point for your team members
• Drive improvements in efficiency and effectiveness of Go West managed service offerings and processes
• Manage data and MSP platform strategies/solutions
• Manage MSP development and multi-customer MSP initiatives
• Manage vulnerability management process including identifying, assessing, and mitigating vulnerabilities as they relate to Go West IT and Managed Client Environments
• Manage platform alert creation and remediation processes
• Ensure accuracy, stability and security of managed service platforms, processes, and software
• Balance project and ticket workload with collaboration from team members
• Set realistic performance expectations of team members and hold accountability to those standards
• Facilitate professional development of team member skills through training, mentoring, and shadowing along with setting achievable time-based goals
• Manage and ensure timely entry and billing accuracy of team labor
• Manage MSP billing automation and ensure accuracy
• Serve as a backup for other technical managers
• Provide a high level of operational and managerial support
• Stay updated on emerging technologies and industry trends to continually enhance data platform and integrations solutions and operational efficiency.
• Communicate technical fixes or new technical publications to team and organization
• Other duties as assigned by the President

Benefits

• Opportunity to be an integral part of an organization on the cutting edge of technical innovation, that is known for extraordinary results
• A fast-paced environment where each day brings different challenges/opportunities and exposure to the latest business technologies
• A commitment to professional development with resources to learn, improve, and grow
• Ability to work with a team of caring professionals who truly value teamwork
• Education assistance and designated days off available to help you and your team pursue education opportunities
• A robust employee recognition and rewards program
• A flexible schedule with the ability to work in a hybrid environment
• Competitive salary with comprehensive benefits that include paid time off, medical, dental, vision, life, disability, and 401K with generous matching

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees