MSP Manager

Position Overview

We are looking for a skilled and business-minded MSP Manager who combines strong technical expertise in IT support with leadership, process development, and client-facing soft skills. This role is critical for scaling our MSP operations, formalizing service offerings, shaping go-to-market strategies, and supporting business growth through market awareness and client engagement.

This is a player-coach role where you’ll spend approximately:

• 40% – Strategic planning, process development, and team leadership
• 30% – Client-facing activities (senior escalations, relationship management, pre-sales)
• 20% – Hands-on technical work and mentoring
• 10% – Business development and marketing collaboration

Requirements:

• Proven experience in IT support or MSP environments (minimum 5 years).
• Hands-on technical background (preferably with Windows environments and general infrastructure).
• Experience with PSA/RMM tools (ConnectWise, Datto, N-able, etc.), The current tool is ManageEngine.
• Microsoft and Google ecosystems expertise (M365, Active Directory, Intune, Azure, Google Suite, GCP).
• Network infrastructure familiarity (firewalls, VPNs, VLANs, SD-WAN).
• Cybersecurity frameworks and tools (NIST, CIS Controls).
• Backup/DR solutions (Veeam, Datto, etc.).
• Experience with compliance requirements (HIPAA, SOC 2, PCI-DSS).
• Strong understanding of business continuity, disaster recovery, security best practices.
• Excellent communication and interpersonal skills — ability to build rapport with clients and internal teams.
• Leadership experience, including mentoring and managing technical teams.
• Commercial mindset with experience supporting growth initiatives, market analysis, or client-facing pre-sales activities.
• Ability to think strategically and contribute to pricing and marketing initiatives.
• Familiarity with AI-driven documentation tools is a plus.

Preferred Traits:

• Microsoft certifications (Azure Administrator, M365)
• CompTIA certifications (Security+, Network+)
• ITIL Foundation certification
• Proactive mindset with a desire to improve processes and scale operations.
• Comfortable navigating ambiguity and building structure from the ground up.
• Balanced skill set: strong technical base + business acumen + soft skills.

Responsibilities:

Team Leadership & Operations

• Lead and mentor team of IT engineers and support staff.
• Define and formalize internal roles, processes, and escalation paths.
• Develop training programs and documentation practices.

Client Management

• Act as a senior technical point of contact and company representative to clients.
• Ensure high-quality onboarding, service delivery, and relationship management.
• Support Level 1 engineers and manage escalations effectively.

Process Improvement & Scalability

• Design scalable support models to accommodate client growth.
• Implement modern documentation tools, AI-driven knowledge bases, and automation where appropriate.
• Build and maintain internal standards for service delivery.

Service Packaging & Pricing

• Define and structure commoditized service offerings.
• Work closely with leadership on developing predictive pricing models.
• Contribute to the development of value-based, transparent pricing strategies suitable for SMB clients.

Market Development & Client Acquisition

• Conduct market research to identify trends, opportunities, and competitive positioning.
• Identify and pursue new business opportunities to expand the client base.
• Build relationships with prospective clients and support the sales cycle from technical discovery to solution presentation.

Strategic Enablement

• Collaborate on marketing and go-to-market initiatives once foundational structures are in place.
• Support the business in ensuring services are not just technically sound but also commercially viable.
• Help drive profitability and accountability for the MSP department.

You’ll thrive at OLSYS if you:

• Are energized by building systems and teams from the ground up
• Can translate technical complexity into business value for clients
• Have a consultative mindset and enjoy being a trusted advisor
• Are comfortable with ambiguity and can create structure where none exists
• Bring both empathy and accountability to team leadership
• See AI and automation as opportunities, not threats