MSP Hire

• Provide remote support for end users via phone, email, and remote access tools • Troubleshoot Microsoft environments including Windows Server, Microsoft 365, Windows 11, and Mac OS • Support virtual environments, backup systems, workstations, wireless access points, and related hardware • Monitor and respond to alerts through the remote monitoring and management platform • Assist with onsite installations and deployments including servers, switches, firewalls, and software • Coordinate with vendors to resolve issues involving business applications, printers, copiers, and internet providers • Document support activity, configurations, and client environments in ConnectWise Manage and Hudu • Communicate clearly with clients by providing timely updates and maintaining a high level of customer satisfaction • Escalate issues appropriately while collaborating closely with the Service Coordinator and Service Manager • Participate in after-hours on-call support rotation • Contribute to internal documentation, procedures, and process improvement • Stay current with emerging technologies and industry best practices

• Oversee service desk operations by monitoring ticket dashboards, managing SLA compliance, addressing escalations, and ensuring exceptional service delivery • Lead and develop the service desk team through daily performance management, workload balancing, coaching, and ongoing professional development • Maintain strong client relationships through proactive communication, regular service reviews, and performance reporting • Analyze operational metrics including ticket volume, response times, MTTR, CSAT, and cost efficiency to identify trends and drive continuous improvement • Implement and refine service desk processes, escalation workflows, and operational policies to improve efficiency and customer satisfaction • Manage on-call scheduling, staffing capacity, and resource planning to support business growth while preventing team burnout • Deliver strategic reports, business reviews, and operational recommendations to executive leadership • Conduct employee performance reviews, goal-setting, and workforce planning

• Lead technical discovery and pre-sales engagements • Design, configure, and implement cloud solutions • Serve as a trusted advisor throughout the project lifecycle • Advise customers on best practices around Microsoft 365 • Contribute to expanding Microsoft partnership & Modern Work practice

• Design, implement, and configure Microsoft 365 solutions (Commercial & GCC High) • Lead migrations (Exchange, SharePoint, Teams, OneDrive, tenant-to-tenant) • Develop technical documentation and architecture diagrams • Provide knowledge transfer and training to client teams • Ensure compliance with regulatory and security requirements • Troubleshoot and resolve complex issues during project delivery • Manage multiple projects with tight deadlines • Collaborate with internal teams and client stakeholders

• Lead technical discovery and pre-sales engagements, translating customer business needs into solution architectures, scope definitions, and compelling value propositions in partnership with the sales team. • Design, configure, and implement cloud and technology solutions while delivering documentation and knowledge transfer to customer stakeholders. • Serve as a trusted advisor throughout the project lifecycle, driving successful deployments, resolving complex technical challenges, and ensuring customer satisfaction and adoption goals are met. • Advise customers on best practices around Microsoft Azure including security, networking, application services, Artificial Intelligence, and data management. • Collaborate with team members to define and implement/document standards and methodologies for Professional Services engagements.

• Serve as the senior technical authority for the managed services organization • Establish engineering standards and platform architecture • Handle advanced technical escalation within the service organization • Ensure operational excellence and sound technical architecture in partnership with the Service Manager • Oversee project architecture, technical oversight, and technology strategy