We are seeking an experienced and dynamic IT Manager with extensive Managed Service Provider (MSP) experience to oversee IT operations, manage a team of technicians, and ensure the delivery of high-quality IT services to our clients. The ideal candidate will have a strong technical background, proven leadership capabilities, and the ability to troubleshoot complex IT issues while working closely with internal teams and clients. You will lead by example, working hands-on when necessary, and help build a high-performance team to support a range of IT environments. Service Delivery and Operations Management : Lead the end-to-end IT service delivery for multiple clients, ensuring compliance with Service Level Agreements (SLAs) and overall client satisfaction. Oversee day-to-day operations of IT systems, including networks, servers, cloud environments, and end-user support. Ensure high availability, security, and performance of client environments through proactive management, monitoring, and maintenance. Serve as a technical escalation point for complex IT issues, providing hands-on support as needed. Implement best practices in IT service management, including change management, incident management, and problem resolution. Team Leadership : Lead and mentor a team of IT support technicians and engineers, fostering a collaborative, client-focused, and high-performance culture. Conduct performance evaluations, identify training needs, and support career development for team members. Coordinate scheduling, workload distribution, and prioritization of tasks among the IT team to ensure smooth operations. Client Management : Manage client relationships, ensuring clear communication and excellent service delivery. Attend client meetings to discuss service performance, updates, and improvements. Proactively identify and recommend IT solutions that improve client operations and efficiency. Lead technical discussions and present solutions to non-technical stakeholders. Project Management : Plan and execute IT projects for multiple clients, ensuring adherence to timelines, budgets, and scope. Coordinate with internal and external stakeholders to ensure seamless implementation and client satisfaction. Ensure accurate documentation of systems, configurations, processes, and client environments. Vendor and Contract Management : Manage relationships with vendors and third-party service providers, including negotiating contracts and ensuring compliance with SLAs. Oversee procurement and inventory management for IT hardware and software. Security and Compliance : Implement and enforce IT security best practices, including firewalls, data protection, backups, and disaster recovery planning. Ensure compliance with regulatory requirements and industry standards (e.g., GDPR, HIPAA) for IT systems and data management. Required Skills and Qualifications : Experience : 5+ years of experience in IT management within a Managed Service Provider (MSP) environment. Hands-on experience with troubleshooting and managing IT infrastructure, including networking, servers, virtualization (e.g., VMware, Hyper-V), cloud services (e.g., AWS, Azure), and endpoint management. Proven track record in managing IT teams and delivering on client SLAs. Experience with remote monitoring and management (RMM) tools, professional services automation (PSA) platforms (e.g., ConnectWise, Autotask), and ticketing systems. Technical Expertise : Strong knowledge of networking (LAN/WAN, VPN, firewalls), Windows and Linux server environments, Active Directory, Office 365, and cloud technologies. Proficiency in scripting and automation (e.g., PowerShell, Python) is a plus. Experience with backup, disaster recovery, and cybersecurity tools. Understanding of ITIL principles and best practices. Education & Certifications : Bachelor's degree in Information Technology, Computer Science, or a related field (preferred). Relevant industry certifications (e.g., Microsoft Certified: Azure Administrator, Cisco CCNA, ITIL, CompTIA Network+/Security+). Top Prospect Group
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