Staff4Me is hiring a Managed Service Provider (MSP) to deliver IT support and solutions to our clients. In this role, you will manage IT infrastructure, ensure optimal system performance, and provide exceptional customer support to meet clients' needs in various settings.
What You'll Do
- Act as the primary contact for IT-related queries from clients, assisting with troubleshooting and issue resolution.
- Monitor and maintain client networks and systems, ensuring their uptime and efficiency.
- Provide remote and on-site technical support for a range of IT issues.
- Document and track service requests through our ticketing system, ensuring all interactions are recorded and issues are resolved in a timely manner.
- Assist in the implementation of new technology solutions and upgrades.
- Conduct regular assessments of client IT infrastructures and recommend improvements as needed.
- Collaborate with team members and other departments to deliver comprehensive service solutions.
What We're Looking For
- 3+ years in an MSP or IT services environment (Service Desk, NOC, Projects, or Client Success).
- Proven training and facilitation experience with adult learning principles (e.g., ADDIE, Bloom’s Taxonomy).
- Hands-on experience with PSA/RMM tools (any major platform) and ability to train on workflows, SLAs, escalations, and dashboards.
- Microsoft 365 administration basics (Teams, SharePoint, Exchange/OneDrive, Intune) and experience leading adoption sessions.
- Cybersecurity awareness training experience (phishing, MFA, data handling, secure collaboration).
- Strong documentation skills (SOPs, runbooks, knowledge base articles, quick-start guides).
- Excellent communication and facilitation skills, comfortable with both technical and non-technical audiences; ability to build labs and assessments.
- Data-driven mindset: able to set training KPIs and measure impact (FCR, CSAT, MTTR, backlog, certification rates).
- Familiarity with LMS platforms (e.g., TalentLMS, Moodle; enrollments, tracking, reporting).
Nice to Have
- Certifications: Microsoft Certified Trainer (MCT), ITIL Foundation, CompTIA A+/N+/S+, Microsoft 365 Fundamentals/Administrator, or similar.
- Experience with multiple PSA/RMM platforms (ConnectWise Manage/Automate, Kaseya VSA/BMS, NinjaOne, Datto RMM, N-able).
- PowerShell scripting for labs and demos; experience with Intune device compliance and baselines.
- eLearning tools experience: Articulate Storyline, Camtasia, Captivate, or similar.
- Experience building client-facing adoption programs and internal train-the-trainer tracks.
Technical Stack
- PSA/RMM: ConnectWise, Kaseya, Ninja One, Datto, N-able
- Microsoft 365: Teams, SharePoint, Exchange/OneDrive, Intune
- LMS: TalentLMS, Moodle
- Automation: PowerShell
- eLearning Tools: Articulate Storyline, Camtasia, Captivate
Staff4Me is an equal opportunity employer.
