Msp Operations Lead / L3 Engineer Job at Zazz (Nashville)

Job Description

Position Overview The MSP Operations Lead / L3 Engineer is a senior hands-on individual contributor who serves as the operational and technical backbone of the managed services practice. This role blends frontline IT support — answering client calls, working the ticket queue, and keeping day-to-day operations running — with senior-level engineering work including resolving complex infrastructure issues, executing migrations, and hardening client environments. Beyond technical delivery, this role owns procurement, vendor and invoice management, and third-party on-site dispatch coordination. The ideal candidate is a self-starter who moves seamlessly between a support call, a firewall config, and a purchase order without missing a beat.

Job Responsibility

Serve as the primary point of contact for inbound client support requests via phone, email, and ticketing system
provide timely, professional first-response handling
Triage, prioritize, and resolve L1/L2 support tickets across client environments
escalate to L3 engineers when appropriate
Maintain accurate, detailed ticket documentation in the PSA platform (ConnectWise, Autotask) throughout the full lifecycle of every request
Monitor RMM dashboards and alert queues (NinjaRMM, Datto, Kaseya)
respond to automated alerts and proactively address emerging issues
Support patch management cycles, backup verification, and routine maintenance tasks per established runbooks
Participate in after-hours on-call coverage rotation for critical client incidents
Assist in client onboardings, environment documentation, and asset inventory updates
Follow and help refine standardized operating procedures and escalation workflows
Ensure all work is completed in adherence to client SLAs and company quality standards
Manage end-to-end procurement of hardware, software, and services for client and internal projects -- from quote request through purchase order and delivery confirmation
Source and evaluate vendor quotes
negotiate pricing, lead times, and terms to ensure cost-effective purchasing decisions
Maintain an approved vendor list and manage relationships with distributors, resellers, and technology partners (e.g., CDW, Ingram Micro, TD SYNNEX, Pax8)
Coordinate hardware and software procurement timelines with project schedules and client deployment windows
Track open purchase orders, manage delivery exceptions, and resolve fulfillment discrepancies
Maintain accurate asset records and procurement documentation in the PSA and asset management systems
Review, validate, and submit vendor invoices for approval and payment processing in accordance with company procedures
Reconcile vendor invoices against purchase orders, contracts, and delivered goods/services
dispute discrepancies as needed
Prepare and submit client-facing invoices and billing summaries for hardware, project labor, and third-party costs in coordination with finance
Track billable vs. non-billable procurement costs and ensure proper cost allocation to client accounts
Monitor vendor payment terms, flag overdue payables, and maintain organized invoice records for audit readiness
Assist in monthly close processes by providing procurement spend data and open PO status reports to finance
Serve as the primary coordinator for on-site dispatch requests, engaging third-party field service partners (Smart Hands, NOC dispatch, break-fix vendors) as needed
Manage relationships with on-site service partners
maintain SLAs, coverage maps, and escalation contacts for each partner
Create, assign, and track dispatch tickets
ensure field technicians receive accurate scope, site access information, and client contacts prior to arrival
Validate completion of on-site work, collect sign-off documentation, and approve partner invoices tied to dispatch engagements
Identify and onboard new on-site partners in geographies where coverage gaps exist
Maintain a dispatch playbook covering site-specific requirements, access procedures, and client preferences
Own and resolve complex escalated issues requiring deep infrastructure, systems, or cloud expertise
Design, implement, and support server, network, and cloud environments across client accounts
Serve as the technical SME for Microsoft 365, Azure, on-premises Active Directory, and hybrid environments
Lead root cause analysis (RCA) investigations for major incidents and recurring issues
author post-mortems
Architect and oversee migrations: server, cloud (M365, Azure), network refreshes, and data center work
Administer and optimize backup/DR solutions (Datto, Veeam, Azure Backup) and validate recovery procedures
Manage and harden client security posture: firewall configurations, endpoint protection, MFA/Conditional Access, vulnerability patching
Develop and maintain technical runbooks, SOPs, and knowledge base articles
Evaluate and recommend new tools, technologies, and vendor solutions to improve service delivery

Requirements

4+ years of IT support or managed services experience
MSP environment strongly preferred
Solid working knowledge of Windows Server, Active Directory/Azure AD, Microsoft 365, Azure, and common networking concepts
Hands-on experience with PSA platforms (ConnectWise Manage, Autotask) and RMM tools (NinjaRMM, Datto, Kaseya)
Demonstrated experience with IT procurement: requesting quotes, processing purchase orders, and coordinating with vendors or distributors
Experience handling vendor invoices and basic billing workflows
comfort working cross-functionally with finance teams
Experience coordinating with third-party on-site service partners or field technicians
Strong phone and written communication skills
professional, client-facing demeanor
Highly organized with the ability to manage multiple open issues, requests, and workflows simultaneously
Proficient in PowerShell scripting for automation and administration tasks
Self-directed and reliable
capable of owning tasks end-to-end with minimal supervision

Nice to have

Associate’s or Bachelor’s degree in Information Technology, Business, or related field (or equivalent experience)
Industry certifications: CompTIA A+/Network+/Security+, Microsoft AZ-104/AZ-305/MS-102/MD-102, ITIL Foundation, CCNA
Experience with SIEM platforms, endpoint detection and response (EDR) tools, and zero-trust security models
Familiarity with compliance frameworks: HIPAA, PCI-DSS, NIST CSF, CIS Controls
Experience using distributor or reseller portals (CDW, TD SYNNEX, Ingram Micro, Pax8)
Experience supporting clients across multiple industries (healthcare, legal, financial, SMB)
Exposure to SD-WAN solutions (Meraki, Fortinet, Cisco) and cloud networking

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