Red Cup IT

Operations

• Oversee the daily operations of the MSP team responsible for delivering IT services and support to clients.
• Manage personnel, optimize workflows, ensure service quality, and drive continuous process improvement to meet client expectations and business goals.
• Manage and lead a team of technical analysts, engineers, and support staff delivering IT infrastructure and managed services to clients.
• Oversee client deliverables, ensuring projects and service requests are completed on time, within scope, and with high quality.
• Develop and implement operational processes, best practices, and efficiency measures to improve service delivery and client satisfaction.
• Coordinate resource allocation and scheduling to optimize team productivity and response times.
• Monitor and analyze operational KPIs and service metrics to identify areas for improvement.
• Collaborate with internal departments and external vendors to support MSP service goals and compliance standards.
• Manage budgets, forecasting, and reporting for operational performance and resource planning.
• Provide coaching, mentoring, and development opportunities for team members.
• Ensure adherence to industry standards, regulatory requirements, and security policies in service delivery.
• Support business growth initiatives and client retention through strategic planning and operational excellence.
• Travel may be required to client sites or other operational locations as needed.

MSP Operations Manager