MSP Onboarding & Operations Manager

Job Description

Job Description

JOB DESCRIPTION

POSITION: MSP Onboarding & Operations Manager

Company Overview:

Spencer Technologies is a global provider of field services, IT solutions, and managed services, supporting multi-site corporations, including retail stores and quick-service restaurants. Focused on IT infrastructure, cabling, equipment installation, and technology deployment, Spencer helps clients navigate digital transformation by offering seamless service delivery, engineering, procurement, and operational support.

Our Core Values:

1. Client First

2. Integrity

3. Innovation

Job Description:

The MSP Onboarding & Operations Manager is responsible for leading the successful integration of new clients into Spencers Managed Services offerings while ensuring efficient and scalable service operations. This role requires a blend of technical expertise, operational leadership, and client relationship management to optimize service transitions and ongoing support.

Essential Functions:

• Lead and refine the end-to-end client onboarding process for new MSP customers.
• Conduct technical assessments of client environments to identify service requirements and integration strategies.
• Oversee RMM system deployments, automation configurations, and security policy enforcement.
• Establish best practices for monitoring, backup, compliance, and cybersecurity in client environments.
• Develop and maintain client documentation, including network diagrams, asset inventories, and SLAs.
• Design and optimize MSP service delivery workflows, ensuring alignment with industry best practices.
• Manage vendor relationships, including RMM, cybersecurity, and cloud service providers.
• Implement automation and standardization to improve service efficiency and reduce manual workloads.
• Track service quality metrics and drive continuous improvement based on performance data and client feedback.
• Work closely with Field Service, NOC, and Support Teams to ensure proper service escalation paths.
• Coordinate with Sales and Account Management to support pre-sales engagements and set client expectations.
• ·Train and educate internal teams and clients on service processes, security protocols, and best practices.

Qualifications:

- 5+ years in MSP operations, IT service management, or technical onboarding roles.

- Experience setting up MSP services with new clients and integrating service management tools.

- Hands-on experience with RMM platforms (e.g., , N-able, Datto), network infrastructure, and cloud solutions.

- Familiarity with IT security standards, monitoring, and automation technologies.

- Strong background in ITIL, service design, and workflow automation.

- Ability to oversee onboarding projects, system implementations, and process improvements.

- Excellent communication and relationship management skills.

- Analytical mindset to diagnose technical and operational challenges.

Preferred Certifications (Bonus but Not Required):

- ITIL Foundation, PMP, CompTIA Network+, Microsoft 365 Certifications, or CISSP.

Physical Demands and Work Environment:

- 10% Continuously required to stand

- 10% Frequently required to walk

- 75% Frequently required to utilize hand and finger dexterity

- 10% Frequently required to climb, balance, bend, stoop, kneel or crawl

- 50% Frequently required to talk or hear

- 0% Continually work near moving mechanical parts

- 0% Occasionally work in high, precarious places

- While performing the duties of this job, the noise level in the work environment is usually Quiet/Moderate/Loud.