Virtual CTO for MSP

I need a seasoned Virtual CTO who has already lived inside an ITIL-driven MSP and can hit the ground running with Cisco, Unifi and general networking at an expert level.

Your first mandate is to mature our Level 1 and Level 2 support: tighten workflows, install clear SLAs, and surface metrics that show ticket velocity and resolution quality. While that foundation is being laid you will also take ownership of our NOC, guide it to true 24 × 7 operation, and weave in modern cybersecurity practices—from proactive threat hunting through to incident-response runbooks my technicians can follow at three in the morning.

Because our client base leans heavily on Cisco Catalyst/Meraki and Unifi switching, routing and Wi-Fi, deep hands-on skill with those ecosystems is essential. You will be the final escalation point for anything network-related, whether it’s BGP peering, complex VLAN design, or firewall hardening.

I still handle quoting and pre-sales myself; part of your remit will be to formalise that process, shave the turnaround time, and protect our margin by ensuring nothing is under-scoped or overlooked.

Over the first six months I expect:
• A documented, enforced Level 1/2 support playbook with measurable SLA compliance
• A roadmap for NOC scalability that includes tooling, headcount and phased investment
• A comprehensive cybersecurity posture assessment with a prioritised remediation plan
• A templated, repeatable quoting workflow integrated with our PSA/CRM of choice

We live inside Autotas, Microsoft Sharepoint , so experience there is welcome. The engagement begins part-time (about 10–15 hours a week) and can expand once we see traction. If you have actually run an ITIL-centred MSP and can speak fluently about Cisco IOS, Unifi Controller and current security frameworks, I’m ready to collaborate.