MSP Program Lead

Pinnacle Group, Inc.; Cincinnati (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Pinnacle Group, Inc. in Cincinnati, OH, is seeking an MSP Program Lead to direct day-to-day operations and strategic initiatives for our onsite managed services program.

You will oversee requisitions, supplier performance, reporting, escalations, and deliverables, while guiding a capable team in a fast-paced environment. The ideal candidate moves between hands-on operations and broader program initiatives, maintaining high service quality and strong stakeholder communication.

Qualifications

• Experience supporting or leading an MSP, contingent workforce, staffing, or workforce management program.
• Ability to lead team operations, balance workloads, manage escalations, and maintain service quality in a high-volume environment.
• Strong understanding of requisition management, candidate workflows, onboarding, supplier management, and related workforce processes.
• Experience using VMS, ATS, workforce management, or similar systems, with strong attention to data accuracy, reporting, and auditing.
• Balance recurring daily operational responsibilities with implementation activities, special projects, and strategic program initiatives.

Responsibilities

• Lead day-to-day MSP program operations, providing guidance, support, and operational oversight to assigned team members while ensuring consistent service delivery.
• Plan and prioritize program activities and allocate resources effectively across requisitions, projects, and strategic initiatives to meet business needs.
• Monitor program performance, requisition aging, workload distribution, and key operational metrics, identifying gaps and implementing corrective actions as needed.
• Conduct weekly requisition reviews with program specialists, with particular focus on aging requisitions, on-hold requests, open requirements exceeding established timelines, and other areas requiring action.
• Serve as the first point of escalation for operational issues, partnering with stakeholders, suppliers, and internal teams to drive timely and effective resolution.
• Support program governance, budget management, supplier performance reviews, program communications, and ongoing process improvement initiatives.
• Ensure program deliverables are completed on time, within budget, and in accordance with established quality, compliance, and service expectations.
• Oversee onboarding and training of new team members and lead key performance management activities, including mid-year and year-end review processes.
• Manage requisition volume across the team and perform hands‑on operational activities, including resume review, interview coordination, onboarding, stakeholder communication, supplier communication, and data management.
• Maintain accurate information across internal and client systems by reviewing, entering, updating, reconciling, and auditing program data and producing actionable operational reporting.

Skills

MSP operations

team leadership

requisition management

data reporting

stakeholder communication

budget management

Tools

VMS

ATS

workforce management systems

Job description

Pinnacle Group is a leading workforce solutions organization delivering innovative managed services, workforce management, and professional services solutions to organizations across a range of industries. Our teams combine operational expertise, technology, data, and strategic partnership to help clients optimize workforce programs, improve service delivery, and achieve measurable business outcomes. We foster a collaborative, accountable environment where professionals can make an impact while continuing to grow their careers.

Summary

The MSP Program Lead is responsible for leading the day-to-day operations and strategic initiatives of an onsite managed services program in Cincinnati, OH. This role provides operational oversight to the program team while managing requisition activity, supplier performance, reporting, escalations, and key program deliverables. The ideal candidate can move seamlessly between hands-on operational responsibilities and broader program initiatives while maintaining a high standard of service in a fast-paced, demanding environment.

Job Description

• Lead day-to-day MSP program operations, providing guidance, support, and operational oversight to assigned team members while ensuring consistent service delivery.
• Plan and prioritize program activities and allocate resources effectively across requisitions, projects, and strategic initiatives to meet business needs.
• Monitor program performance, requisition aging, workload distribution, and key operational metrics, identifying gaps and implementing corrective actions as needed.
• Conduct weekly requisition reviews with program specialists, with particular focus on aging requisitions, on-hold requests, open requirements exceeding established timelines, and other areas requiring action.
• Serve as the first point of escalation for operational issues, partnering with stakeholders, suppliers, and internal teams to drive timely and effective resolution.
• Support program governance, budget management, supplier performance reviews, program communications, and ongoing process improvement initiatives.
• Ensure program deliverables are completed on time, within budget, and in accordance with established quality, compliance, and service expectations.
• Oversee onboarding and training of new team members and lead key performance management activities, including mid-year and year-end review processes.
• Manage requisition volume across the team and perform hands‑on operational activities, including resume review, interview coordination, onboarding, stakeholder communication, supplier communication, and data management.
• Maintain accurate information across internal and client systems by reviewing, entering, updating, reconciling, and auditing program data and producing actionable operational reporting.

Requirements

• Demonstrated experience supporting or leading an MSP, contingent workforce, staffing, or workforce management program.
• Proven ability to lead team operations, balance workloads, manage escalations, and maintain service quality in a high-volume environment.
• Strong understanding of requisition management, candidate workflows, interview coordination, onboarding, supplier management, and related workforce processes.
• Experience using VMS, ATS, workforce management, or similar systems, with strong attention to data accuracy, reporting, and auditing.
• Ability to balance recurring daily operational responsibilities with implementation activities, special projects, and strategic program initiatives.
• Strong analytical and problem-solving skills with the ability to identify operational gaps, interpret program metrics, and implement corrective actions.
• Excellent written, verbal, and interpersonal communication skills, including the judgment and situational awareness needed to communicate effectively with diverse stakeholders in a demanding environment.
• Strong organizational skills, attention to detail, adaptability, and the ability to prioritize competing responsibilities while working onsite in Cincinnati, OH.

Why Join Pinnacle Group?

At Pinnacle Group, you will have the opportunity to make a meaningful impact on the performance and evolution of a strategic workforce program while expanding your expertise in MSP operations and workforce solutions. You will gain broad exposure across operational leadership, supplier management, stakeholder engagement, reporting, and continuous improvement while working in a collaborative, results-oriented environment. We value accountability, adaptability, innovation, and professionals who are motivated to improve the experience and outcomes of the people and organizations we serve.

Compensation and Benefits Disclosure

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.