Overview
This role is for someone who understands both IT operations and real-world onsite technology delivery. The ideal candidate can lead service operations, manage client expectations, coordinate technicians and vendors, and improve internal workflows — while also personally building the automations, scripts, AI-assisted processes, dashboards, and tools that make the whole organization run more efficiently.
You'll move fluidly between strategy and execution. One day might be spent reviewing ticket trends and tightening SLA performance; the next, coordinating a Wi-Fi deployment, access control project, conference room upgrade, or client onboarding; the next, building a PowerShell script, Microsoft Graph automation, AI documentation workflow, or reporting dashboard.
Responsibilities
- Team Leadership & Development - Lead, mentor, and manage a team of technicians and field staff. Set priorities and expectations, balance workloads, run team meetings, and hold the team accountable for quality and follow-through. Coach for growth, support skill development, and build a culture of ownership and continuous improvement.
- Service Delivery & MSP Operations - Own day-to-day delivery across helpdesk, field work, and escalations. Manage ticket flow, SLAs, backlog, and technician workload. Build repeatable processes for support, onboarding/offboarding, and escalations, and track KPIs like response time, resolution time, and utilization.
- Technical Leadership - Provide guidance across SaaS, networking, Wi-Fi, endpoint management, cloud, backup, and cybersecurity. Standardize how the company deploys, documents, and maintains client systems, and support complex escalations.
- Onsite Project & Field Operations -Manage technology projects (networking, Wi-Fi, A/V, access control, security). Coordinate technicians, clients, vendors, and contractors. Own timelines, site readiness, and closeout documentation.
- Automation, Scripting & AI Enablement - Replace repetitive work with automation using PowerShell, Python, Microsoft Graph, and APIs. Build integrations across PSA, RMM, and SaaS, and develop AI-assisted workflows for ticket triage, documentation, reporting, and SOP generation.
- Client & Project Management -Serve as an operational point of contact for key clients. Run service reviews, manage escalations, translate technical issues into business terms, and keep projects on scope and on schedule.
- Documentation & Process - Build and maintain SOPs, checklists, and project templates. Turn tribal knowledge into scalable, documented systems.
Required Qualifications
- 7+ years in an MSP, IT Operations, technology services, or similar client-facing technical environment
- 5+ years in leadership, service delivery, project management, or operations management
- Strong grasp of helpdesk operations, ticketing systems, SLAs, escalation management, and client service
- Hands-on technical knowledge across SaaS, networking, Wi-Fi, endpoints, cloud infrastructure, servers, backup, and cybersecurity
- Experience coordinating onsite technical projects, including structured cabling, A/V, conference room, camera, or access control installations
- Experience writing scripts and automating workflows (PowerShell, Python, Bash, Microsoft Graph, APIs, GAM, or similar)
- Experience with platforms such as HaloPSA, ConnectWise, Autotask, NinjaOne, or Atlassian
- Experience with documentation platforms such as IT Glue, Hudu, Confluence, or SharePoint
- Experience with automation platforms such as Rewst, Power Automate, Zapier, n8n, CIPP, or Azure Automation
- Experience using AI tools such as ChatGPT, Microsoft Copilot, OpenAI API, Azure AI, or Claude
- Experience with networking/Wi-Fi platforms such as UniFi, Meraki, Fortinet, SonicWall, Aruba, or Ruckus
- Experience building dashboards, reports, or operational metrics
- Experience improving service delivery workflows in a growing MSP
- Strong project management, communication, and organizational skills
- Ability to manage multiple clients, projects, vendors, and priorities simultaneously
- Ability to travel locally for site visits, project work, and onsite coordination as needed
Application Question(s):
- Do you have a reliable method of transportation?
License/Certification:
- Drivers License (Required)
Ability to Commute:
- Jersey City, NJ 07302 (Required)
Willingness to travel:
Work Location: Hybrid remote in Jersey City, NJ 07302
