Fractional CIO // MSP

Job Description

An IT consulting firm based in Philadelphia, is seeking a Fractional Chief Information Officer (CIO) to lead their Managed Services Provider (MSP) operations. In this strategic, client-facing role, you will be responsible for overseeing and managing the day-to-day operations of the MSP function, ensuring seamless service delivery to clients across various industries. Your primary focus will be leading and optimizing IT services, infrastructure management, cloud solutions, and IT support for clients, while driving operational excellence and client satisfaction.

This role is ideal for an experienced leader who has a strong background in managing MSP operations and is skilled in overseeing a team of technical professionals. You will work closely with clients, internal teams, and senior management to align IT services with business needs and industry best practices. Your leadership will be key to delivering high-quality, cost-effective managed services and ensuring that clients receive the highest level of IT support and innovation.

Required Skills & Experience

• 10+ years of experience leading or managing MSP operations
• Proven experience in a senior leadership role within an MSP environment, with a strong focus on service delivery and client relationship management
• Strong leadership skills with experience in managing technical teams, providing mentorship, and fostering a collaborative work environment
• Expertise in IT service management frameworks (e.g., ITIL) and MSP best practices
• Deep understanding of cloud platforms (AWS, Azure, Google Cloud Platform) and hybrid IT solutions
• Strong proficiency with virtualization technologies (VMware, Hyper-V) and systems administration
• Experience with network management, security protocols, and troubleshooting
• Knowledge of IT automation, monitoring, and system optimization tools (e.g., PowerShell, Python, Ansible)
• Excellent communication and interpersonal skills, with the ability to manage client expectations and translate technical concepts to business stakeholders
• Proven ability to drive operational efficiency, process improvements, and service excellence in an MSP setting

Desired Skills & Experience

• Experience in MSP service delivery and scaling operations to support multiple client environments
• Knowledge of IT governance, cybersecurity practices, and compliance standards
• Experience with vendor management and contract negotiation for managed services
• Familiarity with disaster recovery and high-availability solutions
• Background in managing service-level agreements (SLAs) and key performance indicators (KPIs) for service delivery

What You Will Be Doing

• Leading the overall operations of the MSP function, including service delivery, infrastructure management, and client support
• Overseeing the design, implementation, and management of IT solutions for clients, ensuring optimal performance and security
• Managing a team of engineers, technicians, and support staff to ensure high-quality service delivery and client satisfaction
• Driving the continuous improvement of processes, automation, and service offerings within the MSP environment
• Building and maintaining strong relationships with clients, ensuring their IT needs are met and that service expectations are consistently exceeded
• Collaborating with internal technical teams to provide solutions for clients' evolving business needs
• Ensuring the proper management of client IT environments, including network, servers, cloud infrastructure, and security protocols
• Reporting to senior management on key performance indicators (KPIs), project statuses, and client satisfaction metrics
• Managing vendor relationships and overseeing third-party service delivery to ensure seamless integration with client systems

Tech Breakdown

• 60% MSP Operations & Service Delivery
• 25% Client Relationship & Team Leadership
• 15% Cloud and Automation Solutions

Daily Responsibilities

• 40% Overseeing MSP operations, service delivery, and team performance
• 30% Client consultations, relationship management, and strategic oversight
• 20% Process improvements, automation, and operational optimization
• 10% Vendor management, service contract negotiations, and escalation handling

The Offer

• Hybrid/Remote Work Environment
• Competitive salary based on experience
• 401k with matching options
• Comprehensive medical, dental, and vision benefits
• Generous PTO and paid holidays
• Professional development opportunities, including certifications and leadership training
• Bonus opportunities and employee referral programs

Additional Notes

• Applicants must be currently authorized to work in the US on a full-time basis now and in the future.