Manager, MSP Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee various large and intricate projects, guiding them through discovery, design, and delivery phases while adhering to timelines (e.g., onboarding new MSP clients, implementing for both new and existing clients, etc.)

• Regularly evaluate both internal and external operational and technical processes (e.g., standard operating procedures, workflows, audits, etc.) to ensure necessary enhancements are effectively executed.

• Track, manage, and guarantee the timely completion of VMS updates to assist SimpliFi clients and internal teams.

• Spearhead change management initiatives and evaluate/manage the effects of technology alterations on current workflows and processes across SimpliFi clients and internal operations.

• Create and contribute to deliverables for clients such as workflows, communication strategies, project plans, and stakeholder agendas.

• Collaborate with technology partners and internal stakeholders to oversee and prioritize reporting and enhancement of VMS issues.

• Ensure that relevant implementation-related and ongoing internal training is conducted, and that associated training documentation is kept up to date.

• Supervise the resolution of service issues and provide support to both clients and internal teams; consistently analyze support ticket trends and report findings.

⛳️ Requirements

• High school diploma or equivalent qualification.

• A minimum of 3 years’ experience in comprehensive project management or a related field.

• At least 3 years of experience in Managed Services Provider (MSP) settings.

• In-depth knowledge of Healthcare terminology, MSP programs, and Vendor Management (VMS) systems.

• Exceptional attention to detail.

• Proven proficiency and confidence in high-visibility, client-facing roles with regular interactions with executive leadership.

• Capability to manage multiple tasks/priorities with conflicting interests while maintaining efficiency.

• Familiarity with ticketing support systems (e.g., Happy Fox or similar tools).

• Ability to thrive in a fast-paced and complex environment while maintaining a sense of urgency.

• Skill in building and sustaining productive working relationships with cross-functional colleagues.

• Outstanding communication abilities.

• Proficient in Microsoft Office applications including Word, Excel, Outlook, and PowerPoint.

• Competence in identifying and mitigating risks.

• Ability to lead and mentor others.

🏝️ Benefits

• Medical, Dental, Vision, Life, and Long-Term Disability insurance.

• Short-Term Disability, Accident, and Critical Illness coverage.

• Legal Assistance, Identity Protection, and Pet Coverage options.

• Retirement Plan with Employer Matching contributions.

• Generous vacation policy plus 8.5 paid holidays.