MSP Technical Manager

Introduction to Silverado

Silverado Technologies is an award-winning, woman-owned Information Technologies firm that has been supporting businesses throughout Southern Arizona for more than twenty years. We empower business growth through technology. Providing our clients with real solutions and world class service that starts with understanding - and more importantly really caring about - the client's goals and concerns.

At Silverado, our most valuable resource is our people. Our team is comprised of skilled, passionate professionals that are always learning and mentoring. We value teamwork as well as a positive and collaborative environment. Our culture encourages, supports, and celebrates our staff by valuing work-life synergy, offering flexible time off and promoting community involvement with staff-selected charities. Regularly hosted company social events during office hours encourage our staff to connect and get to know each other in a relaxed setting.

Summary

The MSP Technical Manager plays a pivotal role within the Silverado Technologies team, providing tactical management and operational oversight to all technical teams. The primary commitment driven by the MSP Technical Manager is to make sure every person on the team is hyper-focused on providing our clients with exceptional service, tremendous value, and guaranteed satisfaction. Furthermore, it is critical that, in this role, not only will the MSP Technical Manager embody the company's Core Values, he or she will work diligently to inspire all team members to contribute in a meaningful way with the purpose of serving clients, serving team members and accelerating the forward momentum of Silverado Technologies' growth!

It is critical that the MSP Technical Manager ensures that all IT solutions implemented by his or her team are not only technically sound but also strategically aligned with the clients' overall goals and objectives. A successful MSP Technical Manager exemplifies the Silverado Technologies' Core Values by leveraging strong thought leadership, exceptional communication, and follow-through that is beyond reproach. The MSP Technical Manager is held to the highest level of accountability and that is measured by monitoring project profitability, service delivery metrics, and personal & team utilization, among other metrics.

Duties and Responsibilities

• Embody the Silverado Technologies Core Values and drive the company Purpose.
• Make sure that all team members cultivate, build, and maintain relationships.
• Manage the day-to-day operations of the technical departments including, but not limited to, KPI-tracking, time sheet tracking and oversight of all applicable ConnectWise Manage boards.
• Lead, mentor, and develop the teams in accordance with Silverado Technologies' Core Values.
• Conduct regular one-to-ones with direct reports that include conversations related to life, business, and forward trajectory.
• Be a technical escalation support to team, as needed.
• Serve as a project member on technology projects with moderate scope and impact; may participate on technology projects with large scope and broad organizational impact, as needed.
• Participate in research and development initiatives and provides assistance in the implementation of new technologies.
• Oversee and approve technical reviews.
• Provide direction and technical support to technical teams, as needed.
• Solve problems for team members and act as intermediary when issues arise between departments.
• Manage, optimize, and document all department functions.
• Identify opportunities to implement automated processes that streamline operations and enhance the client experience.
• Design, implement, and manage team processes, ensuring they align with industry best practices, Silverado Technologies' best interests, and the needs of our clients.
• Ensure prompt and professional communication and promote the same positive behavior within your team.
• Engage with other departments to guarantee seamless integration and consistent service delivery.
• Attend client meetings, as needed.
• Keep personal knowledge of technology trends up to date.
• Participate in scheduled huddles/meetings and contribute to organizational metrics (KPIs).
• Identify and pursue opportunities for continuous improvement as it relates to career objectives.
• Perform miscellaneous job-related duties that help move company initiatives forward, as assigned.

Education and Experience

• High School Diploma or GED
• No less than 8 years of IT support-related experience
• No less than 5 years of experience in service management
• No less than 5 years of experience working for a Managed Services Provider
• IT related degree and/or certifications recommended (CompTIA, Microsoft, or equivalent)
• Comprehensive understanding of Managed Services, IT infrastructure, networks, security, cloud services, and industry best practices
• Expert-level analytical, organizational, and decision-making skills
• Expert-level organizational, presentation, and customer service skills
• Able to multi-task, adapt to changes quickly, and identify new priorities as they arise
• Strong leadership and mentorship skills to guide and motivate teams, fostering a collaborative and innovative work culture
• Experience with a customer satisfaction (CSAT) survey tool is ideal
• Experience with standard MSP tools (ConnectWise, Automate, BrightGuage, IT Glue) is ideal
• Experience with IT service management (ITSM) best practices is a bonus!

Requirements

Physical Requirements

• May be required to lift up to 50lbs
• The ability to sit and stand for extended periods; occasional crouching and stooping may be required
• Required to work in an office environment, or from home depending on certain circumstances

Benefits

• Health Care Plan, partially subsidized by Silverado (Medical, Dental, & Vision)
• Matching 401k Retirement Plan
• Flexible Paid Time Off (Vacation, Sick, & Public Holidays)
• Company Paid Life Insurance
• Group Rates for Critical Illness Insurance, Individual Life Insurance, Disability Income Insurance, Accident Insurance
• Paid Training & Development
• Hybrid Office Model
• Inclusive Company Culture