MSP Operations Manager
£45,000 - £50,000
Newcastle

This is a new role, providing stability for the team, to support our growth, and to deliver training and development for the team.

Key Responsibilities:

Management

• Provide strong leadership and direction to the managed services team, fostering a culture of collaboration, innovation, and accountability.
• Set clear goals and objectives for team members and provide ongoing feedback and coaching to support their professional development.
• Build and maintain strong relationships with clients, serving as the primary point of escalation for all managed services-related inquiries and issues.
• Work closely with the team and where required clients to understand their business needs and objectives and develop tailored IT solutions to meet their requirements.
• Regularly engage with clients to review service performance, gather feedback, and identify opportunities for service improvement and expansion.
• Oversee the delivery of managed IT services, ensuring adherence to service level agreements (SLAs) and industry best practices.
• Monitor service performance metrics and key performance indicators (KPIs) and take proactive measures to address any issues or deficiencies.
• Collaborate with sales and marketing teams to identify new business opportunities and develop strategies to expand the client base.
• Participate in the development of service offerings and pricing models to meet market demand and maximise profitability.
• Stay abreast of industry trends, emerging technologies, and competitive landscape to position the company as a leader in the MSP space.

Technical/Qualifications

• Bachelor’s degree in information technology/computer science/business administration, or related field.
• Minimum of 5 years of experience in a leadership role within the managed services industry.
• Strong technical background in IT infrastructure, networking, cloud computing, and cybersecurity.
• Proven track record of successfully managing client relationships and driving business growth.
• Experience with Voice over Internet Protocol (VoIP) solutions, including assessment, deployment, and support.
• Excellent communication, negotiation, and presentation skills.
• Relevant certifications such as ITIL, CompTIA Network+, Cisco CCNA, or Microsoft Certified: Azure Administrator Associate are a plus.
• Lead the implementation and management of Voice over Internet Protocol (VoIP) solutions for clients, including assessment, planning, deployment, and ongoing support.
• Collaborate with vendors and technical teams to evaluate VoIP technologies and recommend best-fit solutions based on client requirements and budget constraints.
• Provide expertise in configuring and optimising VoIP systems to ensure seamless communication and collaboration across client organisations.

Benefits:

• 23 days holiday plus bank holidays, rising to 28 days
• Discounts and savings hub
• Healthcare cash plan
• Death in Service
• Cycle to work scheme
• Employee Assistance Programme

If you are interested in this role or would like to discuss this role in more detail, click “apply” and we will be in touch if your application is suitable. If you haven’t been contacted within 7 days, please consider your application unsuccessful.