MSP Engineering Manager

Position Summary

Les Olson Managed IT Services is seeking a Manager, Managed Services Engineering to lead our engineering operations team and drive service excellence across our managed services organization.

This leader will oversee a team of approximately 10 engineers and team leads responsible for service delivery, escalations, infrastructure support, automation, and operational improvement. Success in this role requires balancing people leadership, customer experience, technical strategy, operational performance, and business outcomes.

This is not a ticket management position. We are looking for a leader who sees the bigger picture, develops high-performing teams, improves processes, leverages automation and AI, and drives measurable results.

As a key member of the Managed IT leadership team, this individual will help shape workforce planning, operational maturity, service delivery, and the future of our managed services organization.

Key Responsibilities

• Lead, coach, and develop a team of L1-L3 engineers and team leads in a MSP support environment.
• Oversee daily customer service operations, escalations, SLAs, and team performance.
• Drive operational excellence through ITIL-based practices and continual service improvement.
• Serve as a senior technical leader across Microsoft, cloud, infrastructure, networking, security, and endpoint technologies, for customer systems.
• Lead automation and AI initiatives, including Microsoft Copilot, Copilot Studio, Power Platform, and workflow automation.
• Monitor operational metrics and implement improvements that enhance efficiency, customer satisfaction, and business performance.

Qualifications

• 7+ years of IT infrastructure, operations, or managed services experience.
• 3+ years leading technical teams in a support, engineering, or service delivery environment.
• Experience managing teams of 8-15 technical professionals.
• MSP experience strongly preferred.
• Strong background in Microsoft Azure, Microsoft 365, Entra ID, Intune, Windows and Linux administration, networking, cybersecurity, and endpoint management.
• Experience with PSA/ITSM platforms such as Autotask, ConnectWise, HaloPSA, or ServiceNow.
• Proven success implementing automation, integrations, scripting, Power Platform, Copilot, or AI-driven operational improvements.

The Leader We're Looking For

We're seeking a leader who understands that every operational decision impacts customer success, employee engagement, service quality, scalability, and profitability.

The ideal candidate is accountable, strategic, people-focused, and passionate about building high-performing teams while driving continuous improvement through technology, automation, and operational excellence.