This is a hands-on leadership role in a small, fast-paced MSP environment. You’ll balance team leadership, client management, service delivery oversight, operational strategy, and project coordination while helping shape the future direction of the company.
This is a mostly remote role with local travel in the San Fransisco area.
Lead and mentor a small team of service technicians
Oversee helpdesk operations, ticket flow, and SLA performance
Act as a primary point of contact for key clients
Manage escalations and ensure excellent customer experience
Coordinate small-to-mid-sized IT projects
Improve operational processes, documentation, and efficiency
Oversee PSA/RMM usage, reporting, and service metrics
Evaluate and implement new tools, technologies, and service improvements
3–7 years of MSP or IT service delivery experience
Previous leadership or team management experience
Strong understanding of ticketing systems, SLAs, and service operations
Experience with PSA/RMM platforms such as ConnectWise, Autotask, Kaseya, or NinjaOne
Excellent communication, organization, and client management skills
Ability to thrive in a fast-paced, multi-hat environment
Project management experience
ITIL familiarity
Experience improving operational workflows and service delivery
Technical knowledge of Microsoft 365, networking, cloud infrastructure, backup, and security solutions
Strong client satisfaction and retention
Efficient ticket flow and SLA compliance
Improved operational consistency and team performance
Successful delivery of projects and process improvements
If you are a proactive leader who enjoys improving systems, supporting people, and delivering exceptional client experiences in an MSP environment, we’d love to hear from you.
$135-$165k
401k
PTO