MSSP Manager

Modern Wealth Management•Mesa, AZ

9d•Hybrid

About The Position

The Technical Support Desk Manager is responsible for overseeing and governing the performance of Modern Wealth’s outsourced support desk and broader IT service delivery provided through managed service providers (MSP/MSSP). This role ensures consistent service quality, SLA adherence, and reliable IT operations across all locations by driving vendor accountability, managing escalations, and validating technical change management. The ideal candidate will partner closely with IT leadership to ensure secure, standardized, and high‑performing technology services in a cloud‑first, multi-location environment.

Requirements

Bachelor’s degree in Information Technology, Computer Systems, or equivalent experience
5–8 years of experience in IT operations, service delivery, or infrastructure engineering
Demonstrated experience managing MSP/MSSP relationships and vendor performance
Strong working knowledge of Microsoft 365 administration, including Exchange Online, SharePoint, Teams, and security posture
Hands‑on experience with Intune and endpoint management, including device compliance and conditional access
Understanding of networking fundamentals such as switching, routing, VPNs, firewalls, and SD‑WAN
Strong analytical, documentation, and executive‑level communication skills

Nice To Haves

Strong vendor governance, negotiation, and stakeholder management skills
Ability to translate technical issues into business impact for executive audiences
Excellent written and verbal communication with technical and non‑technical teams
Service‑oriented mindset with the ability to engage effectively with end users during escalations

Responsibilities

Serve as the primary internal escalation authority for Priority 1 and Priority 2 incidents impacting business operations
Oversee incident response coordination between internal stakeholders and MSSPs, ensuring timely resolution and clear business communication
Lead post‑incident reviews and root cause analysis, documenting corrective actions and tracking remediation progress
Maintain escalation logs, SLA dashboards, and service performance reporting to identify recurring issues and service gaps
Own vendor governance cadence including weekly operational reviews, monthly service reviews, and quarterly business reviews
Manage vendor scorecards, validate SLA adherence, and enforce accountability where service gaps exist
Review statements of work, contracts, and scope boundaries to ensure service alignment and cost control
Validate technical changes proposed by MSSPs to ensure alignment with security, compliance, and architectural standards
Provide oversight of Microsoft 365, Entra ID, Intune endpoint management, identity and access management, and network change control
Develop executive‑ready service delivery reports summarizing performance metrics, risk posture, and continuous improvement initiatives