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, 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.

• 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