Managed Service Provider Operations Manager
Description
Managed Service Provider Operations Manager
KAI Partners, Inc. (KAIP) is currently seeking a Managed Service Provider Operations Manager to lead and oversee all aspects of KAIP’s internal IT support and external managed services delivery. This role ensures high-performing IT operations, client satisfaction, compliance, and strategic alignment with business growth. The manager will supervise a cross-functional IT team while driving innovation, performance, and a culture of service excellence.
Responsibilities
Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Responsibilities include but are not limited to the following:
- Define and execute the vision for the Managed IT Services department.
- Align IT services with strategic business goals and evolving client needs.
- Develop and optimize service strategies that support scalability, quality, and innovation.
- Supervise and mentor internal IT and client-facing service teams.
- Build a culture of accountability, inclusion, and continuous improvement.
- Oversee onboarding, training, performance reviews, and career development.
- Lead day-to-day operations, including helpdesk, infrastructure, cybersecurity, and network management.
- Ensure SLA adherence and high customer satisfaction through metrics and feedback loops.
- Oversee client onboarding, implementation, escalations, and resolution processes.
- Manage vendor relationships, contracts, and service performance.
- Oversee cross-functional IT projects (e.g., cloud migrations, automations, integrations).
- Collaborate with Business Services to track budgets and ensure ROI.
- Ensure compliance with federal and California laws (e.g., CCPA, Cal/OSHA, ADA).
- Oversee IT security policies, data privacy, and incident response procedures.
- Identify and report risks, assessments, and mitigation plans to the Director.
- Develop business cases for custom software and innovation initiatives.
- Maintain infrastructure documentation, SOPs, data flows, and change management records.
- Generate internal and client-facing reports to track IT and service performance.
- Perform other related duties, as assigned.
Skills and Qualifications
- Experience with ITSM platforms and RMM/PSA tools (e.g., ConnectWise, Kaseya, Datto).
- Understanding of cybersecurity frameworks and compliance (CCPA, NIST, SOC 2).
- Familiarity with cloud platforms (e.g., Microsoft 365, Azure, AWS).
- Experience in SDLC, ERP systems, and business case development.
- High emotional intelligence and coaching capabilities.
- Strong analytical, problem-solving, and decision-making skills.
- Effective communication across technical and non-technical audiences.
- Ability to work under pressure, manage multiple priorities, and maintain confidentiality.
- Ability to work in a team-oriented, collaborative environment.
Work/Education Experience
- Bachelor’s degree in IT, Computer Science, Engineering, or related field.
- 5+ years of progressive leadership in IT operations or managed service environments.
- Proven success managing hybrid internal/external service teams.
Compensation Range: $119,000 - $150,000
The salary range for this role may vary depending on the specific geographic location where this position is ultimately filled. Several factors, including but not limited to a candidate's experience, education, skills, and certifications, pay equity, and organizational needs, are considered when determining the posted salary range. In addition, eligible roles also qualify for a comprehensive benefits package.
Must be able to provide proof of education for all mandatory qualifications; all references will be verified.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
KAI Partners
KAI Partners, Inc. is a Northern California-based small business that offers world-class management consulting and technology services to public and private sector clients on a variety of large-scale projects. The KAI Partners team has over 100 years of combined executive-level experience in information system design, development, implementation, and testing. Our clients benefit from our proven program management, project management, and oversight, program portfolio management, Agile services, organizational change management, training, enterprise architecture, managed IT service, and IT security support.
http://www.kaipartners.com/
