Level 3 – Msp Relationship And Project Lead
Level 3 – Msp Relationship And Project Lead
Ignition
Remote, Johannesburg, Gauteng, South Africa
About the Company
1840 & Company is a global organization focused on delivering innovative business solutions that help companies grow, scale, and succeed. Operating in over 150 countries, we support organizations through a range of workforce, operational, and business services designed to drive efficiency and long-term success.
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)
Education & Experience
Years Of Experience:
10 Years
Business Model:
B2B (Business-To-Business)
Minimum Education Level:
Bachelors
Skills
Tools/Platforms:
Microsoft 365
Mac Workstations
Google Workspace
Common Methodologies/Frameworks:
Soft Skills:
Attention To Detail
Troubleshooting
Accuracy
Analytical Thinking
Technical Skills
Requirements
Technological Requirements:
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.
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
Wednesday:
9 A.M. - 5 P.M.
Thursday:
9 A.M. - 5 P.M.
Saturday:
9 A.M. - 5 P.M.
