Director of Operations, MSP Service Delivery

Key Responsibilities

• Oversee daily operational flow across service delivery, projects, and internal priorities.
• Help ensure tickets, projects, client commitments, and team responsibilities move with clarity and follow-through.
• Guide service priorities, ticket flow, project handoffs, and escalation paths.
• Identify blockers, recurring issues, service gaps, and process breakdowns.
• Strengthen workflows, SOPs, communication, documentation, and accountability.
• Create visibility into service quality, workloads, priorities, risks, and results.
• Help reduce dependency on key individuals by building repeatable systems and stronger team ownership.

• Use MSP service knowledge to guide priorities, ask informed questions, and support better operational decisions.
• Participate in technical discussions when needed to clarify ownership, urgency, client impact, and next steps.
• Help the team identify whether recurring problems are caused by process gaps, training gaps, unclear ownership, or technical issues.
• Work with company leadership to improve service standards, operational maturity, and long-term scalability.
• Keep tickets, projects, and technical decisions from drifting without clear ownership or follow-through.

• Lead, coach, and support managers, team leads, and technical team members.
• Create clarity around roles, expectations, priorities, and performance standards.
• Hold teams accountable to commitments, timelines, documentation, and client follow-through.
• Address issues directly while maintaining a supportive, respectful culture.
• Help team members solve problems at the system level instead of depending on one key person for answers.

• Work closely with ownership and leadership to align operations with business goals.
• Turn leadership vision into clear execution, priorities, and measurable results.
• Take company goals, turn them into clear priorities, assign ownership, remove roadblocks, and make sure the team follows through.
• Support strong communication and coordination across departments.
• Help the company scale with more structure, consistency, accountability, and operational rhythm.

What We’re Looking For

• Hands-on background as an IT engineer, systems administrator, MSP technician, or technical lead, with subsequent experience moving into operations, service delivery leadership, or team management.
• Strong working knowledge of MSP service delivery, including ticket flow, escalation paths, project handoffs, and the technical realities of supporting client environments.
• Enough technical depth to challenge priorities, identify root cause versus symptom, evaluate engineering utilization, and weigh in on technology direction — without functioning as the day-to-day escalation engineer.
• Proven experience leading operations, service delivery, technical teams, managers, or team leads.
• Ability to build repeatable systems, improve workflows, and create operational cadence.
• Strong written and verbal communication skills, with the ability to communicate clearly with leadership, technical teams, and clients.
• Strong follow-through, accountability, and problem-solving skills.
• Calm, organized, decisive leadership style.
• Comfort balancing hands-on involvement with higher-level operational planning.
• Ability to push accountability and address difficult issues without creating drama.
• Bachelor’s degree preferred, not required. Equivalent MSP, IT services, service delivery, technical operations, or operations leadership experience will be considered.

Nice to Have

• Familiarity with service delivery metrics, SLAs, project workflows, escalation management, operational KPIs, and technical service standards.
• Experience helping a growing company move from owner-dependent operations to scalable systems and stronger team accountability.

Role Clarity

What This Role Is Not

• This role is not a strategy-only position. It requires translating leadership vision into structured execution and measurable operational results.
• This role is not a traditional ticket-level Service Manager, technical escalation point, or technical architect role. While this person will be close to service delivery and will help lead the operational rhythm of the service team, the primary value is building structure, creating accountability, improving workflows, and making sure the right people own the right issues. It is not focused on driving rapid change for its own sake. It is responsible for building sustainable systems, reinforcing accountability, and protecting operational rhythm as the company scales.
• This role requires patience with process, consistency in execution, and comfort working within structure. If you are most energized by launching new initiatives or pursuing big ideas without sustained follow-through, this may not be the right fit.

Why bdManagedIT

• Leadership team that values clarity, trust, accountability, and follow-through.
• Opportunity to make a meaningful impact on how the business operates, delivers service, and scales.
• Growing organization with room to shape systems, structure, technical maturity, and culture.
• Collaborative, no-nonsense environment focused on doing good work.

Benefits & Perks

• Medical benefits
• Paid Time Off
• Paid holidays
• Supportive leadership culture focused on accountability, clarity, and continuous improvement
• Additional benefits and details will be discussed during the interview process.

Location & Work Arrangement

Compensation

How to Apply

• Apply with your resume and complete the application questionnaire. Qualified candidates will be contacted to begin our structured interview and assessment process.
• To help protect applicants from recruiting scams, bdManagedIT does not make job offers without an interview process and will not request banking information, credit card information, payment, or money transfers as part of the application or interview process.

No Phone Calls
Please no phone calls or direct inquiries regarding this position. Qualified candidates will be contacted as part of the interview process.

bdManagedIT is an Equal Opportunity Employer.
 

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