MSP Operations Manager: Drive 24/7 Service Excellence

All Lines Technology Inc; Cranberry Township (Butler County); Sur place; USD 110 000 - 150 000; Plein temps

Résumé du poste

All Lines Technology Inc. seeks an MSP Operations Manager to run day-to-day managed services.

You’ll lead the Service Desk and Tier 3/4 Engineering, coordinating with account, cybersecurity, architecture and project teams to keep client systems stable and secure. Responsibilities include ensuring SLAs/OLAs, managing incident, problem and change processes per ITIL, coordinating major outages, driving automation with PSA/ITSM, RMM, scripting and AI tools, and developing the team for 24x7x365

Qualifications

• Bachelor's degree in CS/CE/MIS or 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.

Responsabilités

• Lead service delivery, meet SLAs and client expectations.
• Manage the Service Desk supervisor and Tier 1/2 support; lead Tier 3/4 engineers.
• Oversee monitoring, patching, vulnerability remediation, firmware updates and compliance reporting.
• Coordinate major incidents and own Incident, Problem and Change processes (ITIL).
• Work with cybersecurity to triage alerts and maintain security baselines.
• Build and maintain SOPs and runbooks; pursue automation using PSA/ITSM, RMM, scripting and AI tools.
• Track KPIs, SLA results and client satisfaction; manage MSP toolset and roadmap.
• Develop the team; ensure 24x7x365 coverage, scheduling and labor cost control.
• Ensure backups are monitored and recovery efforts coordinated.

Connaissances

Leadership

ITIL knowledge

SLA/KPI management

Communication skills

Automation

Scheduling

Formation

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

Outils

Windows Server

Active Directory

Microsoft 365

ConfigMgr

VMware

Hyper-V

Citrix

Azure

AWS

Veeam

RMM

PSA platforms

PowerShell

Description du poste

All Lines Technology Inc. seeks an MSP Operations Manager to run day-to-day managed services.

You’ll lead the Service Desk and Tier 3/4 Engineering, coordinating with account, cybersecurity, architecture and project teams to keep client systems stable and secure. Responsibilities include ensuring SLAs/OLAs, managing incident, problem and change processes per ITIL, coordinating major outages, driving automation with PSA/ITSM, RMM, scripting and AI tools, and developing the team for 24x7x365