At Bowman Williams, we specialize in sourcing and placing top-tier talent in a variety of roles within the MSP and CSP sectors. Our expertise and deep understanding of the tech industry allow us to cater to the specific needs of our clients, ensuring the right fit for every position.
Help Desk Managers are the most hired – and most in demand – MSP Management profile. 39% of all the Management Profiles hired between the years of 2020 – 2022 were Help Desk Managers.
Candidates working for a Managed Service Provider or MSSP have seen an 18% increase in demand since 2022 to the start of 2024.
Client Liasons working for a Managed Service Provider often working in a revenue generating capacity, client-facing capacity and usually in high demand
Level 3s working for a Managed Service Provider are generally the technical backstop for escalations while simultaneously completing projects related to a client’s overall IT infrastructure. Due to the complexity of the tickets, Level 3s typically close six or fewer tickets daily. Level 3s tend to become more siloed to either Managed Services or Professional Services when working at larger Managed Service Providers.
Level 2s working for a Managed Service Provider handle complex end-user support issues and system-wide administration requiring a more profound knowledge of servers, virtualization, networking, and public/private cloud. Level 2s can operate more autonomously than Level 1s, remotely, and on client sites (client-facing role). Level 2s generally assist with project-based work, e.g., Exchange to M365 migrations, office moves, Azure migrations, and network configurations.
Level 1s working for a Managed Service Provider are best described as first-response, reactive support to end-user computer issues isolated to one end user. Level 1s typically work remotely, delivering technical support over the phone and through PSAs/RMMs. Level 1s generally close 15+ tickets daily with quick resolution times. Customer service skills are necessary to be a capable Level 1.
