MSP Operations Manager

MSP Operations Manager

All Lines Technology is looking for an MSP Operations Manager to run the day-to-day delivery of our managed services. You'll lead our Service Desk and our Tier 3/4 Engineering team. Together they support client end users, servers, networks, cloud platforms and infrastructure. You'll report to the Director of Managed Services and be a senior escalation point when client-impacting issues come up.

You'll also work closely with our account, cybersecurity, architecture and project teams.

What you'll do

• Lead service delivery
• Make sure we meet our service levels (SLAs and OLAs) and client expectations. Balance proactive maintenance with reactive support, and hold the NOC, SOC and other partners accountable.
• Manage the support teams
• Set direction for the Service Desk supervisor and Tier 1/2 support. Lead the Tier 3/4 engineers, keep ticket queues moving, and encourage knowledge sharing between tiers.
• Keep environments healthy
• Oversee monitoring, patching, vulnerability remediation and firmware updates, along with compliance reporting.
• Handle major incidents
• Coordinate the response and communications during outages. Own the Incident, Problem and Change processes, including root cause follow-up, in line with ITIL.
• Work with cybersecurity
• Make sure security alerts and vulnerabilities on client systems are triaged and fixed, and that clients stay within security baselines.
• Improve and automate
• Build and maintain SOPs and runbooks. Look for chances to automate and standardize work using PSA/ITSM, RMM, scripting and AI-enabled tools.
• Report on performance
• Track KPIs, SLA results and client satisfaction. Manage the MSP toolset and help shape the managed services roadmap.
• Develop the team
• Hire, coach and develop staff. Manage 24x7x365 coverage, scheduling, time approvals and labor costs.
• Protect continuity
• Make sure backups are monitored, failed jobs are escalated and recovery efforts are coordinated.

What you'll bring

• A bachelor's degree in Computer Science, Computer Engineering, MIS or a related field, or equivalent experience
• 5–7 years 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, and experience managing to SLAs and KPIs
• Strong communication skills, from technical documentation to executive and client updates
• Willingness to take part in after-hours management escalation for critical incidents

Technical background Windows Server, Active Directory, Microsoft 365, Config Mgr; networking, firewalls and wireless; VMware, Hyper-V, Citrix, Azure and AWS;
Veeam or similar backup tools; RMM and PSA platforms;
Power Shell; and core cybersecurity practices. Nice to have

• 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