MSP Technical Operations Manager

Benefits:

• Bonus based on performance
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Profit sharing
• Vision insurance

Company OverviewIf you have a background and skillset for IT and a determined mindset to overcome any obstacle, you’ll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That’s a good thing since technology is always advancing, creating an environment that’s fast-paced and dynamic. You will be part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.

Summary The MSP Technical Operations Manager is a key position on the TeamLogic IT team and supports our corporate objective of growing market penetration and customers.  MSP Technical Operations Manager will be responsible for overseeing the day-to-day technical operations for TeamLogic IT. This role ensures the delivery of high-quality IT services to clients, manages technical staff, optimizes operational workflows, and drives continuous improvement in service delivery. The ideal candidate will have strong leadership skills, deep technical expertise, and a customer-centric mindset.

Responsibilities:

• Team Leadership & Management
  • Lead and mentor a team of technicians, engineers, and support staff.
  • Manage scheduling, performance reviews, and professional development.
  • Foster a culture of accountability, collaboration, and technical excellence.
• Service Delivery & Client Management
  • Ensure SLAs (Service Level Agreements) are met or exceeded.
  • Act as an escalation point for complex technical issues.
  • Collaborate with account managers to maintain strong client relationships.
• Operational Oversight
  • Monitor and improve service desk operations, ticketing systems, and workflows.
  • Implement and maintain ITIL-based processes for incident, problem, and change management.
  • Oversee onboarding/offboarding of clients and projects.
• Technical Strategy & Execution
  • Evaluate and implement new tools, technologies, and automation to improve efficiency.
  • Ensure cybersecurity best practices and compliance standards are upheld.
  • Participate in strategic planning and budgeting for technical operations.
• Reporting & Documentation
  • Generate regular reports on KPIs, system performance, and client satisfaction.
  • Maintain accurate documentation of systems, procedures, and configurations.

Knowledge, Skills, & Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 5+ years of experience in IT operations, with at least 2 years in a leadership role within an MSP environment.
• Strong understanding of networking, cloud services (e.g., Azure, AWS), virtualization, and cybersecurity.
• Experience with RMM (Remote Monitoring and Management) and PSA (Professional Services Automation) tools.
• ITIL certification or equivalent knowledge preferred.
• Excellent communication, organizational, and problem-solving skills.

Expectations:

• Represent the company professionally at all times (online and offline), demonstrating a commitment to exceptional customer service and industry expertise.
• Consistently achieve or exceed assigned revenue targets and client retention goals.
• Maintain a high level of client satisfaction through effective communication, timely issue resolution, and proactive account management.
• Continuously seek opportunities to expand the company's client base and identify potential cross-selling and upselling opportunities.
• Collaborate effectively with internal teams to ensure the successful delivery of MSP services, leading to long-term client relationships.

We look forward to hearing from driven professionals with a passion for helping businesses thrive through innovative IT solutions.  

If this is you, apply now and join TeamLogic IT.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Our growth isn’t measured in numbers, it’s an investment in aligning with the best talent.

If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you’ll enjoy being part of TeamLogic IT. Our team exhibits a deep-seat