MSP Operations Manager / Service Manager

Located in FREDERICK, MD

Salary: $70,000-$90,000

*Please read entire role description for must-have requirements

Our client is a fast-growing Managed Service Provider looking for an experienced, senior-level MSP professional who thrives in a player–coach environment. This role blends technical work, team leadership, client management, and operational oversight. If you’re a seasoned MSP technician or service desk lead ready to take ownership—without stepping away from the tools—this is for you.

What You’ll Do
Service Desk & Technical Support
•     Work support tickets (remote + onsite) and handle escalations
•     Triage, prioritize, and assign tickets
•     Ensure SLAs, documentation, and client communication standards are met
•     Participate in on-call rotations
Onsite & Remote Client Support
•     Lead onsite troubleshooting, installs, and project work
•     Serve as the senior technical presence for key clients
•     Build strong client relationships through clear, friendly communication
Project Delivery
•     Lead and execute projects:
•     Microsoft 365 migrations
•     Server replacements
•     Network upgrades (firewalls, switches, Wi-Fi)
•     Intune deployments
•     Backup/security rollouts
•     Manage timelines, scope, and documentation
Team Leadership (Player–Coach)
•     Work tickets alongside technicians
•     Mentor junior staff and support onboarding
•     Review ticket quality and enforce best practices
Operations & Process Management
•     Improve service delivery processes and SOPs
•     Ensure consistent PSA/RMM usage
•     Oversee patching, monitoring, onboarding/offboarding
•     Assist with procurement, licensing, and asset tracking
•     Report on KPIs and identify bottlenecks

What This Role Looks Like
•     Year 1: Heavy technical + project workload
•     Year 2: Gradual shift toward more leadership as the team grows
This role combines:
Senior Technician • Service Desk Manager • Project Lead • Client Escalation Point

What You Need to Bring
Mandatory MSP Experience
•     5+ years in a Managed Service Provider (not internal IT)
•     Experience in small MSP environments
•     Ability to juggle multiple clients and priorities
•     Understanding of SLAs, billable time, scope creep, and client pressure
•     Prior team leadership experience
Technical Expertise
•     Microsoft 365 (Exchange, SharePoint, OneDrive, Entra ID)
•     MFA, Conditional Access, security best practices
•     Windows Server, AD, networking (VLANs, VPNs, Wi-Fi)
•     Endpoint security (EDR, backups, email security)
•     Zero Trust concepts
•     AWS experience a plus
Client-Facing Confidence
•     Friendly, patient, professional
•     Comfortable leading onsite visits and escalation calls
•     Able to explain technical issues in plain English
Leadership & Ownership
•     Comfortable enforcing standards and saying “no” when needed
•     Process-driven, not a cowboy
•     Acts with ownership—solves problems proactively
•     Strong judgment, confidentiality, and maturity

Deal-Breakers
•     No MSP background
•     Needs constant direction
•     Avoids client conflict
•     Poor documentation habits
•     “I just like to work tickets” mentality
•     Doesn’t understand billable time

If you’re a high-accountability MSP professional who wants to lead, build, and still stay hands-on, we’d love to talk.

Apply Now