Managed Services Manager

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About the Role:

We are seeking an experienced Managed Services Manager to lead and develop our MSP division from the ground up. This role requires hands-on expertise across Microsoft 365 licensing, remote monitoring, security, and client communications. You’ll be responsible for setting up services, managing support systems, and delivering exceptional client outcomes.

Key Responsibilities-

Set up MSP operations from scratch including

Microsoft 365 tenant provisioning, licensing, and migrations .

Service Level Agreements (SLAs) and contract creation.

Security standards and client compliance frameworks.

Manage client environments and IT systems:

Remote monitoring and automation using tools like NinjaOne.

Ticketing and client management via HaloPSA (preferred).

Optional: knowledge in pax8.

Support delivery:

Provide remote and phone-based IT support.

Oversee system performance, patching, and backups.

Vendor and third-party service management.

Reporting & strategy:

Create clear performance reports.

Consult clients on IT improvements, risk, and cost optimization.

Coordinate cloud services, cybersecurity, and infrastructure needs.

Skills & Experience:

Proven experience managing MSP operations or IT support teams.

Strong knowledge of Microsoft 365 services, licensing, and admin center.

Experience with RMM and PSA platforms – NinjaOne and/or HaloPSA preferred.

Ability to draft SLAs, manage IT documentation, and vendor contracts.

Good communication skills for client liaison and remote support.

IT consulting mindset – can advise clients on strategy, security, and upgrade.