We are looking for an MSP Technical Project Manager who is responsible for planning, executing, and delivering technical projects for multiple managed services clients, ensuring they are completed on time, within scope, and within budget while meeting quality and customer satisfaction goals. This role acts as the primary liaison between clients, internal technical teams, and vendors, translating business requirements into actionable technical plans in a fast‑paced managed services environment.
Key Responsibilities
- Lead end‑to‑end delivery of multiple concurrent IT projects (infrastructure, cloud, security, and application initiatives) for MSP clients, from initiation through deployment and handoff.
- Develop and maintain comprehensive project plans including scope, timeline, resource allocation, dependencies, and budgets.
- Facilitate requirements gathering with clients and internal stakeholders; document technical and business requirements and translate them into clear deliverables and work packages.
- Coordinate cross‑functional technical teams (engineers, service desk, networking, cloud, security, and vendors) to ensure timely, high‑quality project execution.
- Monitor project progress, manage risks and issues, and proactively adjust plans, schedules, and resources to keep projects on track.
- Maintain regular communication with clients, including status updates, expectations management, and scheduling of onsite/remote work.
- Own project documentation such as statements of work, change orders, project schedules, status reports, acceptance criteria, and handover documentation to support teams.
- Ensure all projects follow standardized MSP project management methodologies, internal processes, and documentation standards.
- Manage scope to avoid scope creep, handling change management and approvals when requirements evolve.
- Track and report key project metrics (milestones, budget, profitability, risks, and customer satisfaction) to leadership and stakeholders.
- Collaborate with account management and sales to provide project estimates, identify follow‑on opportunities, and support client roadmapping.
- Lead post‑project reviews and lessons learned to improve future MSP delivery practices.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or equivalent experience.
- 3–5+ years of experience managing technical projects, with at least 2 years in an MSP, VAR, or IT services provider environment.
- Strong understanding of core IT infrastructure concepts such as Windows Server, Active Directory, networking, firewalls, Microsoft 365, and common MSP toolsets (RMM/PSA).
- Proven experience managing multiple concurrent client projects with competing priorities in a ticket‑ and SLA‑driven environment.
- Demonstrated proficiency with project management tools (e.g., Jira, ClickUp, Asana, or MS Project) and standard productivity tools (e.g., Excel, PowerPoint, Visio).
- Excellent communication, stakeholder management, and client‑facing skills, with the ability to translate technical topics into business language.
- Strong organizational, analytical, and problem‑solving skills, with a track record of driving issues to resolution.
Preferred Qualifications
- Project management certification such as PMP, PRINCE2, or Agile/Scrum credentials.
- Hands‑on background in systems, networking, cloud, or similar technical role within an MSP.
- Experience with onboarding new MSP clients and executing migration projects (e.g., M365, server/network refreshes, cloud migrations).
- Familiarity with ITIL practices and service delivery processes in managed services.