Managed Services Provider Platform Administrator

The Managed Services Platform Administrator is responsible for the day-to-day administration, support, and ongoing optimization of the Managed Services platform ecosystem. This role owns the configuration, health, and usability of core systems including Autotask PSA, NinjaOne, Logic Monitor, and IT Glue, ensuring they reliably support service delivery, operations, and business processes; however, responsibilities are not limited to these systems and may extend to other platforms as required.

This is a hands-on administrative role focused on operational support, system accuracy, and continuous improvement—not a help desk or engineering position.

Supervisory Responsibilities

• No direct supervisory responsibilities
• Provides guidance and support to Service Desk, Engineering, and Operations teams related to platform usage and standards

Responsibilities

• Manage Autotask PSA, including tickets, queues, SLAs, contracts, dashboards, and reports
• Support and maintain NinjaOne including policies, patching, monitoring, scripts, and device organization
• Manage Logic Monitor Dashboards, thresholds, escalation paths, and PSA integrations
• Own IT Glue structure, standards, audits, and documentation quality
• Manage user access, roles, permissions, and security across all platforms
• Troubleshoot and resolve day-to-day platform issues and requests
• Maintain data accuracy and consistency across integrated systems
• Support and maintain integrations between PSA, RMM, monitoring, and documentation platforms
• Partner with internal teams to improve platform usage and operational workflows
• Identify and implement incremental improvements to reduce friction and manual effort

Expectations

• Act as the primary owner and point of contact for Managed Services platforms
• Keep systems clean, organized, and scalable
• Respond promptly to daily administrative and support requests
• Reduce operational noise and platform-related friction
• Maintain clear documentation and standards
• Balance reactive support with proactive improvements
• Communicate clearly with both technical and non-technical stakeholders
• Participate in and support project initiatives related to Managed Services platforms, ensuring changes align with operational standards and platform best practices
• Deliver clear, actionable reporting that shows how platform administration improves efficiency, reduces noise, and supports service delivery and SLA performance

Preferred Qualifications and Experience

• 3+ years of experience in a Managed Services Provider environment
• Experience administering Autotask PSA and NinjaOne
• Knowledge of Logic Monitor and IT Glue
• Strong understanding of PSA workflows, ticketing, contracts, and billing
• Experience supporting RMM platforms and patching strategies
• Experience using Microsoft Teams and Slack to ingest MSP requests and tickets
• Experience tuning monitoring alerts and escalations
• Basic scripting or automation experience is a plus

Education

• Bachelor’s degree in Information Technology or a related field preferred
• Equivalent MSP experience will be considered in lieu of formal education