Position Overview:
We are seeking a skilled and experienced MSP Engineering Manager to join our team. This role is pivotal in ensuring the delivery of exceptional IT services and solutions to our clients as well as maintaining our internal tools and technology stack. The ideal candidate will possess strong technical expertise, leadership abilities, and a commitment to delivering high-quality service in a fast-paced environment.Key Responsibilities:
Service Delivery Leadership:Lead a team of service engineers in delivering exceptional IT services to our clients.Ensure service delivery meets or exceeds service level agreements (SLAs) and customer expectations.Implement and maintain processes for systems management, systems patching, escalation management, change management, and service request management.Technical Strategy and Execution:Develop and execute technical strategies to optimize service delivery and improve operational efficiency.Collaborate with other departments to ensure alignment of technical solutions with business objectives.Stay updated with industry trends and best practices to continuously enhance service offerings.Team Management and Development:Hire, train, mentor, and supervise a team of service engineers.Conduct performance evaluations, provide constructive feedback, and support career development.Foster a collaborative and inclusive team environment that encourages knowledge sharing and innovation.Client Engagement and Relationship Management:Act as a primary point of contact for escalated client issues related to service delivery.Build and maintain strong client relationships through proactive communication and effective problem resolution.Work closely with account management teams to understand client needs and ensure service alignment.Quality Assurance and Continuous Improvement:Implement quality assurance processes to monitor service delivery and identify areas for improvement.Drive continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.Conduct regular reviews and audits to ensure compliance with industry standards and regulatory requirements.Main Areas of Management of the Team:
- Client Reactive and Request Level 3 work
- Proactive work for our clients
- Overseeing our internal network, systems, and tools
- Overseeing the onboarding team
Required Skills and Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- Strong technical background in IT infrastructure, networking, cloud services, and security.
- Excellent knowledge of IT service management frameworks (e.g., ITIL).
- Demonstrated ability to lead and develop high-performing teams.
- Exceptional communication skills with the ability to interact confidently with clients and stakeholders.
- Strong problem-solving skills and the ability to prioritize tasks in a dynamic environment.
- Relevant vendor certifications (e.g., Cisco, Microsoft) are a plus.
Application Process: Interested candidates should submit a resume and cover letter outlining their qualifications and relevant experience. We look forward to reviewing your application and discussing how you can contribute to our team's success as a MSP Engineering Manager at our company.
