MSP IT Operations Manager / Tech Sensei
16 days ago
Perrysburg
Job Description Your idea of an awesome Saturday might include assembling the 7500-piece LEGO Millennium Falcon from scratch without the manual. You can't wait to help when your Aunt Karen calls about her latest HOA memo being missing from her email. You can neither confirm nor deny ghostwriting the best-seller "Microsoft 365 for Dummies: Cliff Notes, Abridged". Your response to a problem none of your friends can solve is immediately, "Hold my Hot Pocket and Mountain Dew". You also have books on your shelf like 7 Habits of Highly Effective People, Good to Great, or Drive!. You are comfortable working directly with CEO’s, Presidents, Office Managers, Office Administrators, and end-users of small to medium-sized businesses. Most importantly, you understand technology isn't always easy for everyone and have a genuine desire to help people make their use of technology more enjoyable. Your thirst for building up those around you to be better is only extinguished with a fire hose full of pride in seeing them succeed. The Technical Services Manager owns day-to-day service delivery for our managed IT services clients. You’ll lead a team of support technicians and engineers, raise the technical bar across Microsoft cloud/on prem technologies, and ensure our SLAs, CSAT, and security standards are consistently met. This role blends hands-on technical depth (Microsoft 365/Azure/Windows Server/networking/security) with people leadership, process excellence (ITIL mindset), and a strong customer focus. What You’ll Do Team Leadership & Operations • Lead, coach, and develop a team of Service Desk Technicians and Systems/Network Engineers; run 1:1s, create growth plans, and mentor on troubleshooting methodology and customer communication., • Own scheduling, workload balancing, and priority management across tickets, incidents, requests, and small projects., • Establish and refine SOPs, runbooks, and knowledge base articles; drive a culture of documentation and proactive problem solving., • Monitor real-time service operations (queues, SLAs, escalations), remove roadblocks, and serve as the final internal escalation point before vendor support., • Act as a trusted technical advisor for key managed clients—lead technical reviews, explain options in plain language, and set clear expectations., • Ensure proactive communication during incidents, maintenance windows, and security events; publish high-quality client updates and postmortems., • Contribute to technology roadmaps and standards that improve client reliability, security, and productivity. Technical Ownership (HandsOn When Needed) • Microsoft Cloud: Administer and guide best practices for Microsoft 365 (Entra ID/Azure AD, Exchange Online, SharePoint/OneDrive, Teams, Intune) and Azure IaaS/PaaS (VMs, networking, storage, backup, identity)., • Microsoft OnPrem & Virtualization: Windows Server (AD DS/DNS/DHCP/Group Policy/File & Print), HyperV/VMware, hybrid identity, and migration patterns., • Networking: Firewalls, VPN/SDWAN, VLANs, wireless, routing/switching, QoS, and performance troubleshooting across LAN/WAN., • Endpoints: Windows 10/11 and macOS; image/patch management; device compliance; application packaging and deployment (e.g., Intune/Autopilot)., • Cybersecurity: Implement and enforce security baselines (CIS/NISTaligned), EDR/XDR, email security, conditional access, MFA, least privilege, vulnerability management, and incident response coordination., • Backup/DR & Resilience: Ensure backups (on prem & cloud), test restores, and maintain DR runbooks., • Service Performance: SLA attainment, first contact resolution, mean time to acknowledge/resolve (MTTA/MTTR), backlog and reopen rate., • Customer Experience: CSAT/NPS, ticket quality, on time communication cadence, successful QBRs/technical reviews., • Quality & Reliability: Reduction in repeat incidents and “no defect found,” patch and baseline compliance, successful backup restore tests., • 5–8+ years of progressive hands-on IT experience supporting SMB/SME environments within an MSP or multitenant setting., • 2–4+ years in a team lead, supervisor, or manager role guiding support technicians/engineers in a high-volume service desk/NOC environment., • Deep expertise with Microsoft 365 and Azure administration (identity, security, collaboration, device management) and Windows Server/Active Directory in hybrid environments., • Strong networking fundamentals and troubleshooting (firewalls, VPNs, routing/switching, VLANs, WiFi)., • Demonstrated cybersecurity experience (MFA/Conditional Access, EDR/XDR, email security, vulnerability management, incident handling)., • Proficiency with PSA/RMM platforms and automation/scripting (PowerShell)., • Excellent communication—able to translate complex technical issues into clear business terms for nontechnical stakeholders., • Strong organizational skills with the ability to manage competing priorities and drive outcomes under time pressure. Preferred Qualifications (Nice to Have) • Relevant certifications: Microsoft (SC, AZ, MS series; legacy MCSA/MCSE), CompTIA Security+/CySA+/CASP+, Cisco CCNA, Fortinet NSE, ITIL Foundation., • Experience building and enforcing secure configuration baselines (e.g., CIS Benchmarks), zerotrust principles, and compliance frameworks relevant to SMBs (e.g., HIPAA, PCI, CJIS, CMMC readiness)., • Experience leading incident response and postincident review processes., • Primarily office/remote with periodic site visits to client locations., • Occasional afterhours maintenance windows and participation in an on-call rotation., • Ability to lift/move up to 50–75 lbs for equipment as needed., • Regional travel required Company DescriptionArgyle IT Solutions provides businesses and organizations throughout Ohio, Michigan, and Indiana, Virginia with superior IT support and services. Our team specializes in integration between hardware and software to create tailor-made solutions that suit every client's needs. Argyle knows our clients need IT to run their business; we also understand that they might not like IT quite as much as we do! We genuinely care for our clients and that's why we use our expertise to deliver 100% satisfaction by using our unique thinking to find solutions to their problems. As a result, we have high expectations for our staff and expect them to bring high energy and a positive attitude to the workplace daily. Our technical support staff and technicians are highly trained and have years of experience in the IT industry between them. We're also partners with Microsoft, Datto, Kyocera, Citrix, VMWare, Allworx, Cisco and Fortinet to name a few.Argyle IT Solutions provides businesses and organizations throughout Ohio, Michigan, and Indiana, Virginia with superior IT support and services. Our team specializes in integration between hardware and software to create tailor-made solutions that suit every client's needs.\r\n\r\nArgyle knows our clients need IT to run their business; we also understand that they might not like IT quite as much as we do! We genuinely care for our clients and that's why we use our expertise to deliver 100% satisfaction by using our unique thinking to find solutions to their problems. As a result, we have high expectations for our staff and expect them to bring high energy and a positive attitude to the workplace daily. \r\n\r\nOur technical support staff and technicians are highly trained and have years of experience in the IT industry between them. We're also partners with Microsoft, Datto, Kyocera, Citrix, VMWare, Allworx, Cisco and Fortinet to name a few.