Michael Aaron Staffing, LLC
Job Title:
IT Vendor Services Manager Location:
Miami, Florida (Hybrid) Job Type:
Full‑Time
About the Role We are looking for a highly capable MSP Services Manager / IT Vendor Services Manager (Recruitment‑MSP Platform) to oversee the service delivery operations for a Recruitment MSP platform serving global clients. In this role, you will lead a team responsible for supporting contingent workforce / contract IT professionals, ensuring that service levels, processes, and client satisfaction are maintained at high standards. You’ll be the bridge between candidates, internal technical support teams, recruitment suppliers, and clients around the world.
Key Responsibilities Manage daily operations of the MSP service delivery team, including service desk / technical support, ticket escalation, onboarding & offboarding of contract/contingent IT staff. Act as primary escalation point for clients for issues that cannot be resolved at lower levels. Ensure clear, timely communication and resolution. Monitor and review performance metrics (KPIs, SLAs, ticket volume, resolution times, client satisfaction) and drive continuous improvement. Collaborate with recruitment, HR, and supplier teams to ensure candidate placement, compliance, contracts, billing, and deliverables are aligned. Oversee process design, implementation, documentation, and enforcement of standard operating procedures for the MSP service function. Manage change effectively — updates to tools, policies, service catalog, escalation paths, etc. Develop training programs and skill development plans for the MSP service team, to ensure technical skills, customer service, and process knowledge remain strong. Evaluate risks, enforce service consistency, maintain awareness of global best practices in MSP / managed services. Interact with clients globally; maintain awareness of cultural, time‑zone, regulatory differences; ensure client expectations are met or exceeded. Ensure remote monitoring & management (RMM) or other service management tools are functioning properly, ensuring accurate device status, reporting, uptime.
Required Qualifications 5+ years of experience in a senior IT services or MSP service delivery management / senior engineering role. Preferably with exposure to a recruitment / contingent workforce or MSP platform environment. Strong technical knowledge of: Microsoft Modern Workplace, Azure infrastructure, Microsoft security tools; networking (LAN/WAN, routing & switching); experience with on‑premise & cloud environments. Deep understanding of MSP service delivery models, SLAs, KPIs, customer satisfaction metrics. Experience managing global or multi‑site / multi‑time‑zone service operations. Excellent communication and stakeholder management skills; ability to deal with clients, suppliers, internal teams. Leadership / people management — mentoring, coaching, building technical & service skillsets of teams. Problem‑solving and process improvement mindset; ability to review data / metrics and drive change. Bilingual (English + Spanish) is a strong plus (given global and local client base). Certifications such as Microsoft Modern Workplace, Azure, Security etc., or equivalent technical certifications.
Nice to Have (Bonus) Experience with vendor management / recruitment supplier networks / contingency workforce systems. Prior experience working in a global / internationally dispersed environment (multiple countries, time zones, regulatory differences). Exposure to tools/platforms for remote monitoring, ticketing ( Fieldglass, Beeline, B2B, Workday, ServiceNow, etc.). Familiarity with legal / compliance issues around contingent workers (contracts, local labor laws, background checks).
IT Vendor Services Manager Location:
Miami, Florida (Hybrid) Job Type:
Full‑Time
About the Role We are looking for a highly capable MSP Services Manager / IT Vendor Services Manager (Recruitment‑MSP Platform) to oversee the service delivery operations for a Recruitment MSP platform serving global clients. In this role, you will lead a team responsible for supporting contingent workforce / contract IT professionals, ensuring that service levels, processes, and client satisfaction are maintained at high standards. You’ll be the bridge between candidates, internal technical support teams, recruitment suppliers, and clients around the world.
Key Responsibilities Manage daily operations of the MSP service delivery team, including service desk / technical support, ticket escalation, onboarding & offboarding of contract/contingent IT staff. Act as primary escalation point for clients for issues that cannot be resolved at lower levels. Ensure clear, timely communication and resolution. Monitor and review performance metrics (KPIs, SLAs, ticket volume, resolution times, client satisfaction) and drive continuous improvement. Collaborate with recruitment, HR, and supplier teams to ensure candidate placement, compliance, contracts, billing, and deliverables are aligned. Oversee process design, implementation, documentation, and enforcement of standard operating procedures for the MSP service function. Manage change effectively — updates to tools, policies, service catalog, escalation paths, etc. Develop training programs and skill development plans for the MSP service team, to ensure technical skills, customer service, and process knowledge remain strong. Evaluate risks, enforce service consistency, maintain awareness of global best practices in MSP / managed services. Interact with clients globally; maintain awareness of cultural, time‑zone, regulatory differences; ensure client expectations are met or exceeded. Ensure remote monitoring & management (RMM) or other service management tools are functioning properly, ensuring accurate device status, reporting, uptime.
Required Qualifications 5+ years of experience in a senior IT services or MSP service delivery management / senior engineering role. Preferably with exposure to a recruitment / contingent workforce or MSP platform environment. Strong technical knowledge of: Microsoft Modern Workplace, Azure infrastructure, Microsoft security tools; networking (LAN/WAN, routing & switching); experience with on‑premise & cloud environments. Deep understanding of MSP service delivery models, SLAs, KPIs, customer satisfaction metrics. Experience managing global or multi‑site / multi‑time‑zone service operations. Excellent communication and stakeholder management skills; ability to deal with clients, suppliers, internal teams. Leadership / people management — mentoring, coaching, building technical & service skillsets of teams. Problem‑solving and process improvement mindset; ability to review data / metrics and drive change. Bilingual (English + Spanish) is a strong plus (given global and local client base). Certifications such as Microsoft Modern Workplace, Azure, Security etc., or equivalent technical certifications.
Nice to Have (Bonus) Experience with vendor management / recruitment supplier networks / contingency workforce systems. Prior experience working in a global / internationally dispersed environment (multiple countries, time zones, regulatory differences). Exposure to tools/platforms for remote monitoring, ticketing ( Fieldglass, Beeline, B2B, Workday, ServiceNow, etc.). Familiarity with legal / compliance issues around contingent workers (contracts, local labor laws, background checks).