RMM & Automation Lead

We're looking for an experienced RMM & Automation Lead to take ownership of how we monitor, manage, and improve customer environments. You'll be central to evolving our approach... moving us away from reactive support and toward a more proactive, automation led model using NinjaOne. Alongside hands on technical work, you'll guide a small team and influence how services are delivered across the business. WHERE YOU'LL MAKE AN IMPACT AUTOMATION & OPERATIONAL EFFICIENCY You'll introduce and refine automation that removes repetitive tasks, reduces ticket volumes, and improves consistency across environments. RMM PLATFORM OWNERSHIP You'll take responsibility for how the platform is configured, maintained, and developed... ensuring it delivers real value rather than just generating alerts. MONITORING THAT ACTUALLY WORKS You'll reshape monitoring so it's meaningful and actionable, cutting through alert fatigue and focusing on what matters. STABILITY, PERFORMANCE & UPTIME You'll play a key role in improving the reliability of customer environments, ensuring systems are healthy, performant, and well maintained. SECURITY & PATCH STANDARDS You'll help drive strong patching discipline and security practices across endpoints, improving compliance and reducing risk. TEAM SUPPORT & TECHNICAL DIRECTION You'll act as a senior technical point of reference, supporting, mentoring, and guiding a small team working with alerts and automation. CONTINUOUS IMPROVEMENT MINDSET You'll look beyond immediate fixes, identifying patterns, analysing trends, and implementing long term improvements. CROSS-TEAM COLLABORATION You'll work closely with service desk and technical teams to streamline processes and improve how work flows through the business. WHY THIS ROLE STANDS OUT This isn't just about maintaining an RMM tool. It's about:

• Making systems quieter, smarter, and more reliable
• Reducing dependency on manual intervention
• Improving how an MSP operates at its core
You'll have the space to influence, improve, and build... not just support what's already there.

If you're motivated by automation, clean systems, and making environments run better with less effort, you'll feel at home here., You're someone who naturally looks for a better way of doing things. You're comfortable getting hands on, but also stepping back to improve the bigger picture. You'll likely recognise yourself in the following:
• You prefer fixing root causes over repeatedly solving the same issue
• You're drawn to automation and efficiency
• You're confident working with scripting (especially PowerShell)
• You've worked in MSP or multi-client environments
• You're comfortable supporting or leading others
• You care about how systems perform... not just whether they're "working"
YOUR TECHNICAL BACKGROUND You don't need to match everything exactly, but you should bring solid experience in:
• RMM platforms (experience with NinjaOne is a strong advantage)
• Automation and scripting (PowerShell essential)
• Monitoring, alerting, and incident handling
• Endpoint and patch management
• Security and compliance fundamentals
• Improving service performance and reducing repeat issues
ADDITIONAL EXPERIENCE THAT HELPS
• Exposure to PSA tools and service workflow integration
• Familiarity with Cyber Essentials, ISO 27001, or similar frameworks
• Understanding of backup and disaster recovery concepts
WHAT SUCCESS LOOKS LIKE
• Fewer tickets because problems are prevented, not just resolved
• More reliable and stable customer environments
• Strong patching and improved security posture
• A well structured, efficient RMM capability that supports proactive service delivery, Ownership over how automation and monitoring evolve
• The ability to shape systems and processes
• A balance of hands-on engineering and leadership
• Opportunities to grow into more senior or strategic roles
• A team and business that values improvement and initiative