Senior MSP Engineer / Director of Technology Services

Senior MSP Engineer / Director of Technology Services No Quarter Consulting Towson, MD Job Details Full-time $83,000 - $94,000 a year 13 hours ago Benefits 401(k) Paid time off 401(k) matching Flexible schedule Qualifications Google Workspace Operational analysis Customer relationship building Tooling Technical documentation IT security auditing implementation HIPAA Reporting and dashboarding tools Technology management Cloud service support Client management DNS Technical project management Microsoft 365 support Process management Full Job Description About No Quarter Consulting No Quarter Consulting is a managed IT services provider based in Towson, Maryland serving nonprofit organizations, behavioral health providers, and associations in the Baltimore, Washington DC, and Northern Virginia region. We are a small, growing team that takes pride in being a trusted technology partner to mission-driven organizations. We operate a structured tiered helpdesk with dedicated Tier 1, Tier 2, and operations roles already in place. This position sits above that structure and focuses on the strategic, technical, and client-facing work that drives client retention and business growth. The Role This is not a helpdesk role. You will not be closing tickets or sitting in a queue. The team handles day to day support. Your job is everything above that. As Director of Technology Services you will be NQC's senior technical resource. You will own client onboarding, technical alignment, IT standards, senior escalations, and the internal toolstack that powers how we deliver service. You will work closely with the President, participate in client Technology Business Reviews as you build client relationships, and operate with a high degree of autonomy. This role is designed to grow. As you develop client relationships and tenure at NQC the path leads to a full vCIO function. We are building toward that intentionally. If you are a senior MSP engineer who is tired of fielding helpdesk tickets and wants to do more strategic, client-facing, and impactful work, this role was built for you. What You Will Own Client Technical Alignment and vCIO Participate in quarterly Technology Business Reviews alongside the President and build toward owning that process as client relationships develop Build and present technology roadmaps tailored to each client's mission and budget Develop and maintain NQC's IT standards framework and assess client environments against those standards Own the monthly client alignment summary process including analysis of vendor security reporting Identify remediation opportunities and guide clients toward stronger security posture and technology alignment Client Onboarding Lead the technical execution of every new client onboarding from discovery through go-live Deploy and configure the NQC management and security stack across new client environments Build out client documentation and hand off to the helpdesk team with a complete environment reference Conduct new user orientation and ensure clients understand how to work with NQC from day one Senior Escalations and Project Work Handle all technical escalations above Tier 2 that require senior engineering judgment Own client requests that fall outside the ticket structure including infrastructure changes, DNS updates, Microsoft 365 and Google Workspace tenant changes, and vendor coordination Act as the technical backstop for the helpdesk team without pulling tickets from the queue Coordinate with third party vendors and carriers on client behalf when needed Toolstack and Operational Infrastructure Own the configuration and administration of Autotask PSA including workflow rules, reporting, and dashboards Maintain and improve documentation standards across all client environments in ITGlue Evaluate and optimize the NQC toolstack across Kaseya's suite of RMM, backup, and security products Build and maintain reporting that gives the team and leadership visibility into helpdesk performance Support the Operations Coordinator with PSA configuration and automation What We Are Looking For Required 5 or more years of experience at a managed service provider in a senior technical role Strong working knowledge of Microsoft 365 and Google Workspace including administration, migration, and support Experience with RMM and PSA platforms, preferably within the Kaseya and Autotask ecosystem Comfortable presenting to and communicating with non-technical executives and decision makers Strong documentation habits and experience with platforms like ITGlue or similar Ability to manage multiple client environments and priorities simultaneously Located in the Baltimore, DC, or Northern Virginia region or willing to travel to client sites occasionally Strongly Preferred Experience conducting TBRs or vCIO conversations with clients Familiarity with HIPAA adjacent environments and nonprofit technology needs Experience building PSA reports, dashboards, or workflow automations Relevant certifications such as CompTIA, Microsoft, Google, or vendor specific credentials What This Role Is Not You will not be assigned helpdesk tickets or expected to close day to day support requests You will not be managing the helpdesk team directly. That is handled by the Operations Coordinator You will not be starting from scratch. NQC has a functioning helpdesk structure, an established client base, and operational infrastructure already in place Why NQC Small team, real autonomy. You will have direct influence on how the company grows and operates. Mission-driven clients. We work with nonprofits and behavioral health organizations doing important work. Structure already in place. The helpdesk is running. Your job is to build on top of it, not hold it together. Room to grow. As NQC scales this role scales with it. The person who does this well has a long runway here. Flexible remote work. We are a remote first team. Client visits happen but your daily work is done from wherever you are most productive.

Pay:

$83,000.00 - $94,000.00 per year

Benefits:

401(k) 401(k) matching Flexible schedule Paid time off Application Question(s): Do you have 3 or more years of experience working at a Managed Service Provider (MSP)?

Work Location:

Hybrid remote in Towson, MD 21284