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MSP Operations Manager

Job Title: MSP Operations Manager

Location: Newcastle, United Kingdom (UK)

Company Overview

Agilico is a leading Managed Service Provider (MSP) based in the UK, specialising in delivering comprehensive IT and VOIP solutions to businesses of all sizes. With a focus on innovation, reliability, and customer satisfaction, we strive to empower our clients with the technology they need to succeed in today’s dynamic business environment.

Position Overview

We are seeking an experienced and dynamic MSP Operations Manager to join our team. The Ops Manager will be responsible for overseeing the operations of our tech division, ensuring the delivery of high-quality IT solutions to our clients. The ideal candidate will possess strong leadership skills, extensive knowledge of IT infrastructure and managed services, and a proven track record of driving business growth and client satisfaction.

Key Responsibilities:

Leadership and Team Management:

  • Provide strong leadership and direction to the managed services team, fostering a culture of collaboration, innovation, and accountability.
  • Set clear goals and objectives for team members and provide ongoing feedback and coaching to support their professional development.
  • Effectively manage resources and workload allocation to ensure optimal efficiency and productivity.

Client Relationship Management:

  • Build and maintain strong relationships with clients, serving as the primary point of escalation for all managed services-related inquiries and issues.
  • Work closely with the team and where required clients to understand their business needs and objectives and develop tailored IT solutions to meet their requirements.
  • Regularly engage with clients to review service performance, gather feedback, and identify opportunities for service improvement and expansion.

Service Delivery and Quality Assurance:

  • Oversee the delivery of managed IT services, ensuring adherence to service level agreements (SLAs) and industry best practices.
  • Monitor service performance metrics and key performance indicators (KPIs) and take proactive measures to address any issues or deficiencies.
  • Conduct regular quality assurance reviews and audits to maintain the highest standards of service excellence.

VOIP Solutions:

  • Lead the implementation and management of Voice over Internet Protocol (VoIP) solutions for clients, including assessment, planning, deployment, and ongoing support.
  • Collaborate with vendors and technical teams to evaluate VoIP technologies and recommend best-fit solutions based on client requirements and budget constraints.
  • Provide expertise in configuring and optimising VoIP systems to ensure seamless communication and collaboration across client organisations.

    Business Development and Growth:

  • Collaborate with sales and marketing teams to identify new business opportunities and develop strategies to expand the client base.
  • Participate in the development of service offerings and pricing models to meet market demand and maximise profitability.
  • Stay abreast of industry trends, emerging technologies, and competitive landscape to position the company as a leader in the MSP space.
  • Qualifications:
  • Bachelor’s degree in information technology/computer science/business administration, or related field.
  • Minimum of 5 years of experience in a leadership role within the managed services industry.
  • Strong technical background in IT infrastructure, networking, cloud computing, and cybersecurity.
  • Proven track record of successfully managing client relationships and driving business growth.
  • Experience with Voice over Internet Protocol (VoIP) solutions, including assessment, deployment, and support.
  • Excellent communication, negotiation, and presentation skills.
  • Relevant certifications such as ITIL, CompTIA Network+, Cisco CCNA, or Microsoft Certified: Azure Administrator Associate are a plus.


  • 23 days holiday plus bank holidays, rising to 28 days
  • Discounts and savings hub
  • Healthcare cash plan
  • Death in Service
  • Cycle to work scheme
  • Employee Assistance Programme

Join Agilico and become part of a team dedicated to delivering exceptional IT & VOIP solutions, exceeding client expectations. Apply now and take the next step in your career as an MSP Manager!