Operations Manager (MSP)

We are a Managed Service Provider supporting a wide range of clients from small to large businesses. We pride ourselves on innovation, superb customer service, and being a one stop shop for everything IT. Our services include networking, cloud computing, it consultation, project engineering, cyber security and helpdesk support.

The Operations Managers primary responsibility is to plan, organize, and manage staff and overall operations to ensure stability of customer's infrastructure.This role supports many various client systems health and availability, patching and updating, client backup and backup strategies, client end point security, ownership of the MSP’s line of business tools such as: ConnectWise Manage, Automate, Connect, IT Glue, Arctic Wolf, SentinelOne, and Datto. Works with peer teams to successfully manage client lifecycle from on-boarding, patching, ongoing support and off-boarding.

Ability to define, implement and enforce configuration management and change management policies and practices.

Technical Requirements:

• Must have 2 years’ experience supporting and managing ConnectWise (Automate, Connect, Manage)
• Strong server OS and associated technologies experience and understanding of Windows Server and Workstation, Exchange/O365, PowerShell, Active Directory, Group Policy, DNS, etc.)
• Experience with backup technologies including Datto, Veeam, Barracuda Cloudberry and others
• Solid understanding of IT security process and systems including SentinelOne, ArcticWolf, Perch, Patching, CVVS scores, firewall operations and security, and basic security hygiene.
• Strong organizational and communications skills with project management capabilities.
• Strong communication, leadership, and customer service skills.
• Prepares technical reports on the operation of systems and provides training in system use and access.
• Experience defining processes and operations for Service Delivery and Professional Services
• Developing and maintaining KPI’s, metrics, and other performance indicators and reports.
• Strong customer service skills and the ability to support a variety of customers and client environments.

Personal Attributes

2 years working for a Managed Service Provider Required***

Preferred 2 years’ experience in a Managerial position

Strong communication, leadership, and customer service skills.

Prepares technical reports on the operation of systems and provides training in system use and access.

Participates in the planning, implementation, and review processes for new technologies

Experience with defining processes and operations for Service Delivery and Professional Services

Creating, Measuring and Enforcing KPI’s/metrics/allocating resources