MSP IT Operations Manager​/Tech Sensei

The Technical Services Manager owns day-to-day service delivery for our managed IT services clients. You’ll lead a team of support technicians and engineers, raise the technical bar across Microsoft cloud/on prem technologies, and ensure our SLAs, CSAT, and security standards are consistently met. This role blends hands‑on technical depth (Microsoft 365/Azure/Windows Server/networking/security) with people leadership, process excellence (ITIL mindset), and a strong customer focus.

• Lead, coach, and develop a team of Service Desk Technicians and Systems/Network Engineers; run 1:1s, create growth plans, and mentor on troubleshooting methodology and customer communication.
• Own scheduling, workload balancing, and priority management across tickets, incidents, requests, and small projects.
• Establish and refine SOPs, runbooks, and knowledge base articles; drive a culture of documentation and proactive problem solving.
• Monitor real‑time service operations (queues, SLAs, escalations), remove roadblocks, and serve as the final internal escalation point before vendor support.
• Partner with Account Management to ensure seamless handoffs, accurate scoping, and successful outcomes.

• Act as a trusted technical advisor for key managed clients—lead technical reviews, explain options in plain language, and set clear expectations.
• Ensure proactive communication during incidents, maintenance windows, and security events; publish high‑quality client updates and post‑mortems.
• Contribute to technology roadmaps and standards that improve client reliability, security, and productivity.

• Microsoft Cloud:
  Administer and guide best practices for Microsoft 365 (Entra /Azure AD, Exchange Online, SharePoint/One Drive, Teams, Intune) and Azure IaaS/PaaS (VMs, networking, storage, backup, identity).
• Microsoft On‑Prem & Virtualization:
  Windows Server (AD DS/DNS/DHCP/Group Policy/File & Print), Hyper‑V/VMware, hybrid identity, and migration patterns.
• Networking:
  Firewalls, VPN/SDWAN, VLANs, wireless, routing/switching, QoS, and performance troubleshooting across LAN/WAN.
• Endpoints:
  Windows 10/11 and macOS; image/patch management; device compliance; application packaging and deployment (e.g., Intune/Autopilot).
• Cybersecurity:
  Implement and enforce security baselines (CIS/NIST‑aligned), EDR/XDR, email security, conditional access, MFA, least privilege, vulnerability management, and incident response coordination.
• Backup/DR & Resilience:
  Ensure backups (on‑prem & cloud), test restores, and maintain DR runbooks.
• Tooling:
  Oversee PSA/RMM health (ticketing, time entry, alerting, automation), and expand monitoring, scripting, and self‑healing policies.

• Service Performance: SLA attainment, first contact resolution, mean time to acknowledge/resolve (MTTA/MTTR), backlog and reopen rate.
• Customer
  
  Experience:
  
  CSAT/NPS, ticket quality, on‑time communication cadence, successful QBRs/technical reviews.
• Quality & Reliability:
  Reduction in repeat incidents and “no defect found,” patch and baseline compliance, successful backup restore tests.
• People & Process:
  Technician utilization and skills growth, documentation coverage, automation/adoption of SOPs.

• 5–8+ years of progressive hands‑on IT experience supporting SMB/SME environments within an MSP or multitenant setting.
• 2–4+ years in a team lead, supervisor, or manager role guiding support technicians/engineers in a high‑volume service desk/NOC environment.
• Deep expertise with Microsoft 365 and Azure administration (identity, security, collaboration, device management) and Windows Server/Active Directory in hybrid environments.
• Strong networking fundamentals and troubleshooting (firewalls, VPNs, routing/switching, VLANs, WiFi).
• Demonstrated cybersecurity experience (MFA/Conditional Access, EDR/XDR, email security, vulnerability management, incident handling).
• Proficiency with PSA/RMM platforms and automation/scripting (Power Shell).
• Excellent communication—able to translate complex technical issues into clear business terms for nontechnical…