MSP Operations Lead: Service Delivery & Automation

All Lines Technology Inc.; Cranberry Township (Butler County); On-site; USD 130,000 - 170,000; Full time

Job summary

All Lines Technology is seeking an MSP Operations Manager to run the day-to-day delivery of our managed services. You will lead the Service Desk and our Tier 3/4 Engineering team supporting client end users, servers, networks, cloud platforms and infrastructure.

Reporting to the Director of Managed Services, you will be a senior escalation point for client-impacting issues and collaborate with account, cybersecurity, architecture and project teams to improve service delivery and outcomes.

Qualifications

• 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.

Responsibilities

• Lead service delivery and ensure SLAs/OLAs are met; hold NOC, SOC and partners accountable.
• Set direction for Service Desk, Tier 1/2, and Tier 3/4 engineers; maintain ticket flow and knowledge sharing.
• Oversee monitoring, patching, vulnerability remediation and compliance reporting.
• Coordinate major incident response and manage Incident, Problem and Change processes.
• Triage security alerts and vulnerabilities; ensure baselines are met.
• Develop SOPs/runbooks; explore automation via PSA/ITSM, RMM, scripting, AI tools.
• Track KPIs, SLA results and client satisfaction; manage MSP toolset and roadmap.
• Hire, coach and develop staff; manage 24x7x365 coverage and scheduling.
• Ensure backups are monitored and recovery efforts are coordinated.

Skills

Leadership

ITIL knowledge

Communication skills

After-hours escalation

SLA/KPI management

Education

Bachelor's degree in CS/CE/MIS or related field

Job description

All Lines Technology is seeking an MSP Operations Manager to run the day-to-day delivery of our managed services. You will lead the Service Desk and our Tier 3/4 Engineering team supporting client end users, servers, networks, cloud platforms and infrastructure.

Reporting to the Director of Managed Services, you will be a senior escalation point for client-impacting issues and collaborate with account, cybersecurity, architecture and project teams to improve service delivery and outcomes.