MSP Technical Operations Manager

Company: TechProc LLC
Department: Managed Services / IT Operations
Position: MSP Technical Operations Manager
Employment Type: Full-Time

About TechProc

TechProc is a growing technology solutions and managed services company providing IT infrastructure, cloud, cybersecurity, networking, managed services, and technology support to organizations across the United States.

Our clients depend on TechProc to operate secure, reliable, and well-managed technology environments. We are looking for an experienced MSP Technical Operations Manager to lead our managed services team, improve operational processes, maintain technical standards, and ensure an exceptional level of service for our clients.

Position Overview

The MSP Technical Operations Manager will be responsible for the day-to-day management of TechProc's Managed Services team and help desk operations.

This position requires a combination of technical expertise, leadership, documentation discipline, client management, and operational accountability.

The ideal candidate must be comfortable managing technicians while also being capable of troubleshooting and providing technical guidance across Microsoft 365, Microsoft Azure, Microsoft Entra ID, Microsoft Intune, Fortinet, NinjaOne RMM, HaloPSA, Hudu, networking, cybersecurity, and related technologies.

This is not strictly an administrative management position. The individual must have strong technical knowledge and be capable of assisting with escalations, reviewing configurations, establishing standards, and mentoring the technical team.

Key Responsibilities

MSP Team Leadership

• Manage and provide day-to-day leadership to TechProc's MSP and help desk team.
• Assign and prioritize work across technicians and engineers.
• Ensure tickets, projects, alerts, and client requests are properly handled and completed.
• Monitor technician workload, productivity, response times, and ticket quality.
• Conduct regular ticket and service-delivery reviews.
• Provide technical guidance and mentorship to junior and senior technicians.
• Establish clear ownership