Role Overview
The Technical Operations Manager holds ultimate responsibility for the quality, reliability, and consistency of all technical services delivered. This role is ideally suited for a leader who has walked the path from Service Desk to Senior Engineer and now combines deep technical knowledge with proven leadership skills. As the final line of accountability, you will oversee daily operations across Service Desk, Professional Services, and Centralized Services while also responding to the most complex escalations from critical outages and cyberattacks to high-stakes client concerns and underperforming employees.

You will set expectations with staff and clients, enforce service standards, and ensure that every technical deliverable reflects the organizations commitment to excellence. This is both a technical and managerial role: you must have the credibility to guide senior engineers, the authority to hold teams accountable, and the leadership to build a culture of growth, feedback, and performance.

Key Responsibilities

Operational & Technical Leadership

• Hold ultimate accountability for the quality and reliability of all technical services delivered.

• Oversee daily operations of the Service Desk, Professional Services, and Centralized Services teams.

• Serve as the final escalation point for complex issues, including outages, cyber incidents, and critical client concerns.

• Personally manage escalated client situations, restoring trust and ensuring customer satisfaction.

• Address and resolve underperformance through coaching, structured feedback, and corrective action.

• Participate in solution design reviews and validate technical standards alongside senior engineers.

• Implement and enforce the TruMethods framework consistently across all service areas.

• Leverage real-time dashboards in MSPbots to monitor service delivery, identify gaps, and lead improvements.

• Track and optimize SMART KPIs such as Utilization Rate, Support Cost per Endpoint, and Customer Satisfaction Score.

Career Development & Team Building

• Conduct quarterly career development check-ins and annual performance reviews.

• Maintain a Responsibility Matrix to ensure cross-training and continuity in critical functions.

• Foster a culture of growth, accountability, and continuous improvement across all technical teams.

• Build trust and credibility with staff through your hands-on technical background and career path within MSPs.

Accountability & Performance Management

• Enforce strict alignment with processes, policies, and service standards.

• Review metrics weekly and hold team members accountable in structured one-on-ones and group settings.

• Manage staffing, scheduling, shift coverage, and time-off approvals to maintain consistent service delivery.

Strategic Coordination & EOS Implementation

• Ensure interdepartmental coordination through leadership in Level 10 department meetings and daily SCRUMs.

• Facilitate EOS Identify Discuss Solve (IDS) sessions to resolve operational challenges and remove roadblocks.

Required Qualifications

• 7+ years in IT, including at least 3 years of experience working for a Managed Service Provider (MSP).

• Minimum 2 years managing or leading a technical team (Supervisor or Manager).

• Hands-on expertise with Microsoft 365, Azure, networking/firewalls, and virtualization.

• Familiarity with automation/scripting (PowerShell, RMM toolsets) preferred.

• Strong understanding of ITIL framework, ticketing systems, and KPI-driven management.

• Bachelors degree in Information Technology, Business Administration, or equivalent experience.

• Familiarity with TruMethods and EOS strongly preferred.

Ideal Candidate Profile

You are a hands-on leader who has grown your career inside an MSP, from Service Desk to Senior Engineer and now into leadership. You bring technical credibility that earns respect from engineers, combined with the authority to hold teams accountable for performance. You thrive under pressure whether managing a cyber incident, calming an upset client, or addressing underperformance within the team. You balance empathy with discipline, strategic thinking with tactical execution, and technical problem-solving with people development. In short, you are the leader who ensures the delivery of world-class technical service severy time.