Level 3 – Msp Relationship And Project Lead

Level 3 – Msp Relationship And Project Lead

Level 3 – Msp Relationship And Project LeadIgnitionRemote, Johannesburg, Gauteng, South AfricaApply Now

Non-Negotiable

SkillsAbout the Company

1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.About the Job

This is a Systems Administrator and Client Relationship Lead position at a 30-year-old IT Managed Services Provider. The person in this role will own both the technical infrastructure and the client experience for a portfolio of customer accounts, many of whom are technologically sophisticated, cutting-edge software startups and security-conscious VC firms. They are the senior technical authority that clients rely on – and they need to be someone a non-technical founder trusts as much as a technical CTO respects. If your candidate can diagnose a security incident and then explain what happened to an operations manager in plain language – and leave that person feeling confident, not confused – they belong here. Job Overview

• Employment Type: Full-Time Independent Contractor

• Department: Information Technology (IT)

• Job Level: Lead Education & Experience

• Years Of Experience: 10 Years

• Business Model: B2B (Business-To-Business)

• Minimum Education Level: Bachelors

• Qualification: CS Skills

• Tools/Platforms:

• Additional Skills: None

• Common Methodologies/Frameworks:

• Additional Skills: None

• General Skills:

• Additional Skills: None

• Soft Skills:

• Additional Skills: None Requirements

• Technological Requirements:

• Language: English

• Location: South Africa Responsibilities

Responsibilities: Technical Delivery* Own the deployment, configuration, and lifecycle management of our security tool stack (SentinelOne, Okta, Entra ID, Cynomi, KnowBe4, etc.) across client environments.

• Provide Tier 2 and Tier 3 support for escalated issues across Mac workstations, networks, Google Workspace, and SaaS platforms.
• Troubleshoot and resolve incidents independently with clear, client-readable documentation.
• Lead technical projects: migrations, security tool rollouts, network upgrades, compliance implementations.
• Develop process automation to reduce repetitive manual work (not infrastructure-as-code; think workflow efficiency).
• Own recurring technical issues and implement long-term root-cause fixes.
• Support monitoring, patching (including CVE remediation alerting), and incident response workflows.
• Evaluate new platforms to determine their suitability as part of our tool stack.
• Perform system updates, backups, and security audits.

Responsibilities: Client Experience* Serve as the primary technical point of contact for assigned client accounts. You own the relationship, not just the ticket queue.

• Translate complex technical concepts into clear, confident language for non-technical stakeholders (startup founders, ops managers, office managers).
• Lead client-facing project presentations: scoping, status updates, and post-implementation reviews.
• Collaborate with Tier 1 and Tier 2 team members to share knowledge and elevate the team’s client communication standards.
• Bridge the gap between subject matter experts and end-users – ensure that SOPs, documentation, and client-facing instructions are user-friendly and accessible.
• Identify opportunities to improve service delivery and proactively communicate them to clients and internal leadership.
• Contribute to and improve knowledge base documentation with a client-readability lens.

Required Qualifications Technical* 10+ years of experience in IT support, systems administration, and security project implementation.

• Strong Mac/macOS support experience. Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days.
• Experience administering Google Workspace environments for distributed/remote teams.
• Strong cybersecurity literacy: hands-on experience with zero-trust SaaS security platforms (SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent).
• Solid networking fundamentals (VPNs, firewalls, routing), ideally supporting Cisco Meraki environments.
• Experience with endpoint management / MDM tools (Jamf, Intune, or similar).
• Demonstrated experience leading SaaS security implementation projects end-to-end: from scoping and proposal through deployment and client sign-off.
• Client-Facing (Equally Weighted)
• Demonstrated experience as the primary point of contact for client accounts – not just an escalation resource, but the person the client calls first.
• Proven ability to explain technical issues to non-technical audiences in plain language and leave them feeling confident, not overwhelmed.
• Experience leading or co-leading client meetings, project kickoffs, and status reviews.
• High customer satisfaction scores or equivalent evidence of strong client relationships (references, testimonials, NPS).
• Comfort with ambiguity: startup clients often don’t know what they need, and you help them figure it out.

Soft Skills* Ownership mindset – if it’s your account, it’s your problem until it’s solved.

• Ability to work independently with minimal supervision across multiple time zones.

• Continuous improvement orientation: You don’t just fix the ticket; you fix the system that created the ticket.

• Strong written communication – client-facing emails and documentation should be clear, professional, and warm. Working Hours

• Monday: 9 A.M. - 5 P.M.

• Tuesday: 9 A.M. - 5 P.M.

• Wednesday: 9 A.M. - 5 P.M.

• Thursday: 9 A.M. - 5 P.M.

• Friday: 9 A.M. - 5 P.M.

• Saturday: 9 A.M. - 5 P.M.

• Sunday: 9 A.M. - 5 P.M.