Centralized Services Manager

The Centralized Services Manager primarily handles internal management of tools used both by SYAND service and project resources as well as systems delivered to clients. The role will provide primary internal escalation for tool problems and vendor coordination for all tool related issues. 

The role is the primary administrator for standard MSP tools such as RMM, PSA, and other cloud hosted tools and systems.

Key Responsibilities:

• System/Device Monitoring and Alerting 
• Network Monitoring Administration 
• Operating Systems Patch Management 
• Antivirus/EDR/SIEM Solutions Management 
• DNS Threat Protection 
• Cloud Security Platform Management 
• Backup Platform Administration 
• Spam Filter Administration 
• Hosted Software and Services Administration 
• PSA
• RMM 
• Quoting 
• Documentation 
• BI Platform 
• AI/RPA Workflow Design and Admin 
• Additional Services as Needed 
• Create and maintain technical/process documentation and proactively share this information with team members 
• Support other key initiatives as the business dictates. 

Education and/or Experience:

• 5+ years of experience in network or system administration. 
• 3+ years of experience working in an I.T. managed services environment preferred. 
• Strong interest in the latest technology and trends 
• Strong scripting, automation and systems integration background. 
• Managing AV/DNS Cloud-based security services 
• Experience using and administering some/all the following: 
• RMM (Kaseya VSA, ConnectWise Automate, Datto RMM, etc) 
• PSA (ConnectWise Manage, Autotask, etc.) 
• Report tools such as BrightGauge/MSPBots, Crystal Reports, SSRS and Power BI. 
• Office 365/Azure 
• Cloud backup platforms (Acronis, VEEAM, Datto) 
• MDM (JAMF, InTune, Mosyle) 
• Capable of handling multiple projects simultaneously 
• Manage high-pressure situations professionally, calmly and with urgency 
• Ability to work independently and provide progress reports. 
• Solid work ethic, initiative, and great customer service skills 
• Strong analytical skills to troubleshoot technical computer and network problems with own knowledge, through documentation; know when to escalate to next level support 
• Excellent customer service skills 
• Excellent written and verbal communication skills 
• Proficient in installing and supporting all Microsoft end user applications; familiar with other common business and productivity software 

Skills:

• Windows Server, Windows Desktop, Apple MacOS/iOS Administration 
• MS Entra ID, Google Workspace, Okta, OneLogin 
• PowerShell/zsh/bash/Jinja 
• Python/C# 
• REST API/JSON