Service Manager/MSP Operations Manager

43Tc. All Rights Reserved, 43Tc LLC; Columbia Township (MO); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Benefits

Job summary

A managed service provider is seeking an Operations Lead in Columbia, MO. This role requires a blend of technical expertise and management skills to oversee support tickets, lead a team, and ensure quality customer service. The ideal candidate has MSP experience and a solid understanding of networks and server environments. Competitive salary plus benefits are offered.

Qualifications

• Strong experience in MSP operations or leading an MSP service team.
• Solid understanding of networking concepts.
• Experience with Windows Server environments.
• Confident working with Microsoft 365 and Azure AD.
• Experience with backups, security tools, and monitoring platforms.

Responsibilities

• Oversee support tickets and ensure everything stays on track.
• Run daily huddles and manage technician priorities.
• Make higher-level technical decisions when needed.
• Track SLAs and monitor overall service delivery quality.
• Guide networks, servers, and M365 issues to resolution.
• Track SLAs and monitor service delivery quality.
• Communicate clearly with customers and set expectations.
• Maintain up-to-date documentation across tools.
• Assist with resource planning, forecasting, and weekly reporting.

Skills

MSP operations experience

Networking knowledge (switching, firewalls, VLANs, VPNs)

Windows Server environments

Microsoft 365, Azure AD and Intune

Customer service skills

Coaching technicians

Decision-making abilities

On-site coordination

Tools

Windows Server

Microsoft 365

Azure AD

Intune

Backups

Security tools

Monitoring platforms

Job description

We’re looking for someone who understands how an MSP actually runs and has the technical depth to guide a team supporting networks, servers, Microsoft 365, security tools and day to day IT needs. Our team is small but steady and we support businesses across many industries.

This role is for someone who’s comfortable balancing operations with hands-on technical awareness. You’d keep tickets, projects, and client needs moving while also being the person who can make sound decisions about networks, servers, cloud setups, and escalations. You must have excellent customer service skills since this role often becomes the calm, confident voice clients rely on when something needs attention.

What you’ll handle

• Oversee support tickets and make sure everything stays on track
• Run daily huddles and keep the techs focused on priorities
• Manage scheduling for onsite work, installs, and projects
• Step in on higher level technical decisions when needed
• Guide the team through issues involving networks, servers, and M365
• Handle escalation calls with clients in a calm and solutions focused way
• Track SLAs and monitor overall service delivery quality
• Communicate clearly with customers and set realistic expectations
• Keep documentation current across our tools
• Identify recurring issues and improve processes
• Assist with resource planning, forecasting, and weekly reporting

What will help you succeed

• Strong experience in MSP operations or leading an MSP service team
• Solid understanding of networking (switching, firewalls, VLANs, VPNs)
• Experience with Windows Server environments and common server roles
• Confident working with Microsoft 365, Azure AD and Intune
• Familiarity with backups, security tools, and monitoring platforms
• Excellent customer service and communication skills
• Ability to coach technicians and hold the team accountable
• A natural sense of urgency with a steady, calm presence
• Comfort making decisions without needing to elevate everything

Location

This role is primarily in our Columbia, MO office. We’ve learned that our best teamwork, communication, and service quality happen when our operations lead is onsite with the team. Once you’re fully established, occasional remote days are fine, but the core of this job is in person.

Compensation

Competitive salary based on experience, plus benefits.