Apply on Employer Site

Stretch Zone · 5 months ago

MSP Technical Operations Manager

Frisco, TX 75034

Full-time

Onsite

Senior Level

5+ years exp

Stretch Zone is part of TeamLogic IT, a company focused on providing innovative IT solutions for small- and medium-sized businesses. The MSP Technical Operations Manager will oversee day-to-day technical operations, ensuring high-quality IT services are delivered to clients while managing technical staff and optimizing operational workflows.

FitnessHealth CareWellness

Responsibilities

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

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

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

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

Generate regular reports on KPIs, system performance, and client satisfaction

Maintain accurate documentation of systems, procedures, and configurations

Qualification

IT operations experienceNetworking knowledgeCloud services AzureCloud services AWSLeadership skillsRMMPSA toolsITIL certificationCommunicationOrganizational skillsProblem-solving skills