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Job Overview
As an MSP (Managed Service Provider) Operations Manager, you will oversee the daily operations of the MSP team responsible for delivering IT services and support to clients. You will manage personnel, optimize workflows, ensure service quality, and drive continuous process improvement to meet client expectations and business goals.
Key Responsibilities- Manage and lead a team of technical analysts, engineers, and support staff delivering IT infrastructure and managed services to clients.
- Oversee client deliverables, ensuring projects and service requests are completed on time, within scope, and with high quality.
- Develop and implement operational processes, best practices, and efficiency measures to improve service delivery and client satisfaction.
- Coordinate resource allocation and scheduling to optimize team productivity and response times.
- Monitor and analyze operational KPIs and service metrics to identify areas for improvement.
- Collaborate with internal departments and external vendors to support MSP service goals and compliance standards.
- Manage budgets, forecasting, and reporting for operational performance and resource planning.
- Provide coaching, mentoring, and development opportunities for team members.
- Ensure adherence to industry standards, regulatory requirements, and security policies in service delivery.
- Support business growth initiatives and client retention through strategic planning and operational excellence.
- Travel may be required to client sites or other operational locations as needed.
- Proven experience in operations management within an MSP or IT services environment.
- Strong leadership and team management skills with the ability to motivate and develop technical staff.
- Experience with workflow analysis, process improvement, and performance management.
- Familiarity with IT infrastructure, managed services delivery, and client relationship management.
- Excellent organizational, communication, and problem-solving abilities.
- Ability to handle budgeting, financial reporting, and resource planning.
- Flexibility to adapt to changing priorities and business needs.
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