Managed Service Provider Operations Manager
Managed Service Provider Operations Manager
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USD 119000 - 150000
1 Vacancy
Job Description
Description
- Define and execute the vision for the Managed IT Services department.
- Align IT services with strategic business goals and evolving client needs.
- Develop and optimize service strategies that support scalability quality and innovation.
- Supervise and mentor internal IT and client-facing service teams.
- Build a culture of accountability inclusion and continuous improvement.
- Oversee onboarding training performance reviews and career development.
- Lead day-to-day operations including helpdesk infrastructure cybersecurity and network management.
- Ensure SLA adherence and high customer satisfaction through metrics and feedback loops.
- Oversee client onboarding implementation escalations and resolution processes.
- Manage vendor relationships contracts and service performance.
- Oversee cross-functional IT projects (e.g. cloud migrations automations integrations).
- Collaborate with Business Services to track budgets and ensure ROI.
- Ensure compliance with federal and California laws (e.g. CCPA Cal/OSHA ADA).
- Oversee IT security policies data privacy and incident response procedures.
- Identify and report risks assessments and mitigation plans to the Director.
- Develop business cases for custom software and innovation initiatives.
- Maintain infrastructure documentation SOPs data flows and change management records.
- Generate internal and client-facing reports to track IT and service performance.
- Perform other related duties as assigned.
- Experience with ITSM platforms and RMM/PSA tools (e.g. ConnectWise Kaseya Datto).
- Understanding of cybersecurity frameworks and compliance (CCPA NIST SOC 2).
- Familiarity with cloud platforms (e.g. Microsoft 365 Azure AWS).
- Experience in SDLC ERP systems and business case development.
- High emotional intelligence and coaching capabilities.
- Strong analytical problem-solving and decision-making skills.
- Effective communication across technical and non-technical audiences.
- Ability to work under pressure manage multiple priorities and maintain confidentiality.
- Ability to work in a team-oriented collaborative environment.
- Bachelors degree in IT Computer Science Engineering or related field.
- 5 years of progressive leadership in IT operations or managed service environments.
- Proven success managing hybrid internal/external service teams.
Manager
Employment Type
Full Time
Key Skills
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