IT MSP Manager

Key ResponsibilitiesService Operations & Delivery

• Oversee ticket triage, prioritization, and resolution to meet SLA commitments
• Manage RMM tools (e.g., N-Central, Atera, NinjaOne) and ensure systems patching, alerting, and backup jobs are functioning
• Own the PSA system (Autotask, ConnectWise, or equivalent) — ensure accurate documentation, ticket routing, and KPI tracking
• Continuously improve helpdesk workflows, documentation standards, and technician efficiency
• Manage and optimize internal SOPs via tools like IT Glue or Hudu

Team Leadership & Management

• Hire, onboard, and manage Tier 1/Tier 2 technicians and contractors
• Lead daily/weekly standups and one-on-ones with team members
• Define and track KPIs: ticket resolution time, utilization rates, customer satisfaction
• Mentor technicians to develop technical depth and client service skills

Client Relationship Management

• Serve as escalation point for high-impact client issues
• Conduct periodic QBRs or check-ins to ensure client satisfaction and retention
• Identify upsell opportunities and collaborate with sales for quoting and proposals
• Ensure consistent delivery across all accounts and service tiers

Business & Financial Oversight

• Track technician time, project budgets, and labor utilization to maintain margins
• Provide monthly KPI dashboards and operational summaries to the owner
• Maintain vendor relationships for RMM, PSA, cybersecurity, VOIP, cloud services, etc.
• Assist in pricing reviews, service packaging, and contract renewals

Growth & Strategic Initiatives (Optional)

• Participate in onboarding new clients and designing solutions
• Help develop repeatable project templates (e.g., onboarding, migrations, audits)
• Contribute to service expansion or automation projects

Qualifications

Required:

• 3–5 years experience in an MSP or IT consulting environment
• Strong grasp of RMM/PSA platforms, patching, monitoring, cybersecurity, backup systems
• Experience managing or mentoring tech teams
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail

Preferred:

• Experience operating in a remote team environment
• Familiarity with IT Glue, Hudu, BrightGauge, or similar platforms
• Basic understanding of MSP business metrics (SLA compliance, utilization, MRR)
• CompTIA, Microsoft, or Cisco certifications (e.g., A , Network , MCSA, CCNA)

Tools You Should Know or Be Willing to Learn

• RMM/Monitoring: N-Central, Atera, ConnectWise RMM
• PSA/Ticketing: Autotask, Syncro, HaloPSA
• Documentation: IT Glue, Hudu
• Communication: Slack, Zoom, Microsoft Teams
• Project Management: ClickUp, Notion, Asana
• Dashboards/KPIs: BrightGauge, Power BI, or Google Data Studio

Job Types: Full-time, Part-time, Contract

Pay: $83,703.00 - $88,974.00 per year

Schedule:

• 8 hour shift
• Monday to Friday
• Morning shift

Work Location: Hybrid remote in Monterey, CA 93940

Salary : $83,703 - $88,974