MSP Department Manager
Location: York, Pennsylvania
Employment Type: Full-Time
About Us
Our company is a leading provider of technology and managed IT services, delivering reliable, scalable, and innovative solutions that empower our clients to focus on their business. We’re growing our Managed Services division and are seeking a dynamic, hands-on MSP Department Manager to lead the team, optimize service delivery, and ensure an exceptional client experience.
Position Summary
The MSP Department Manager will oversee daily operations of the Managed Services team, ensuring the successful delivery of IT support, infrastructure management, proactive monitoring services, and Unified Communications solutions. This role requires a strong mix of technical understanding, leadership, and operational excellence. You’ll lead a team of engineers and technicians, drive process improvements, and maintain high customer satisfaction across all managed clients.
Key Responsibilities
- Lead and manage the MSP department, including Help Desk and field service teams.
- Develop and implement service delivery strategies aligned with company goals.
- Oversee ticket flow, escalation management, and service level performance.
- Ensure all client systems, backups, and monitoring tools are properly maintained and optimized.
- Act as the primary point of escalation for complex client or technical issues.
- Track and report KPIs, SLA performance, and client satisfaction metrics.
- Collaborate with sales and account management teams on onboarding and project transitions.
- Manage vendor relationships, licensing, and renewals for MSP-related services.
- Mentor, coach, and develop team members for performance and career growth.
- Identify opportunities for process automation, efficiency improvements, and service enhancements.
Qualifications
- 5+ years of experience in Managed IT Services (MSP) with at least 2 years in a leadership or management role.
- Strong technical background in networking, Microsoft 365, cloud services, RMM tools, and cybersecurity best practices.
- Proven experience managing service delivery, support teams, and client relationships.
- Excellent communication, organization, and leadership skills.
- Familiarity with PSA/RMM platforms (e.g., ConnectWise, Autotask, N-able, Kaseya, etc.).
- Ability to work cross-functionally and prioritize in a fast-paced environment.
Preferred Qualifications
- ITIL or PMP certification.
- Experience with ConnectWise Manage/Automate or similar systems.
- Background in business process improvement or MSP operations scaling.
Why Join Us
- Competitive salary and performance-based incentives.
- Comprehensive benefits package (health insurance, retirement, PTO).
- Opportunities for professional growth and certification support.
- Collaborative team culture focused on innovation and service excellence.
Apply Today:
If you’re a motivated leader with a passion for technology and client success, we’d love to hear from you!
Job Type: Full-time
Pay: From $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Application Question(s):
- Do you live with 45 minutes of York PA?
Experience:
- IT/MSP: 5 years (Required)
- Management: 3 years (Required)
Work Location: In person
