Technical Writer

Position Summary
Technical Writing leads the development, governance, and continuous improvement of documentation within a Managed Service Provider environment while also serving as a hands-on contributor. This role directly creates, edits, and maintains internal and client-facing content across both functional and infrastructure domains, partnering with service delivery, engineering, support, and project teams to ensure documentation is clear, accurate, and operationally effective.

Key Responsibilities

• Documentation Standards: Establish documentation standards, templates, and governance practices across the MSP organization.
• Content Management: Create, edit, and maintain internal and client-facing documentation, including SOPs, knowledge base articles, and onboarding materials, while overseeing overall content quality and consistency.
• Cross-Functional Partnership: Partner with service desk, application, infrastructure, cloud, and project teams to gather information and directly document business processes, support workflows, and technical procedures.
• Process Improvement: Improve documentation practices to support knowledge transfer, onboarding, service consistency, and operational efficiency.
• Compliance Support: Support compliance, audit readiness, and continuous improvement through accurate, current, and accessible documentation.

Qualifications

• Strong experience in technical writing.
• Experience in managed services, IT operations, or similar environments with exposure to both functional and infrastructure documentation. (Required)
• Ability to translate technical and process-related information into clear, audience-appropriate content. (Required)
• Strong editing, and project coordination (Required)
• Experience in an MSP or IT services environment. (Preferred)
• Familiarity with ITIL, service management, and change processes. (Preferred)
• Experience documenting service desk, application, infrastructure, and cloud workflows. (Required)
• Knowledge of documentation, ticketing, or knowledge management tools used in MSP operations. (Preferred)

Core Competencies

• Operational Rigor: Strong discipline in documentation governance, version control, review cycles, and process consistency to ensure accurate, current, and reliable content across functional and infrastructure domains.
• Customer Focus: Clear, professional communication and a consistent focus on improving end-user experience.
• Continuous Improvement: Drive ongoing enhancements to documentation standards, workflows, content quality, and knowledge-sharing practices to improve usability, consistency, and operational effectiveness across the MSP environment.
• Level 1 Enablement: Build documentation, task standardization, and validation practices around the 3-2-1-0 backup model to shift repeatable backup and verification activities to Level 1 resources while maintaining quality, control, and clear escalation paths.