Director of Operations with Managed Services Provider (MSP)

Director of Operations professionals with Managed Services Provider (MSP) experience are invited to lead the operational foundation of a growing IT services organization serving small and medium-sized businesses. Reporting directly to the CEO, this highly visible leadership role is responsible for building scalable processes, operational systems, governance, and service delivery standards that support growth across managed IT, cybersecurity, cloud services, communications, and technical support.

This is a build-from-the-ground-up opportunity for someone who enjoys creating structure, improving efficiency, and driving operational excellence. You'll establish scalable processes, implement quality standards, oversee business systems, and develop the operational infrastructure that supports long-term growth.

Please Note: This is not a technical engineering leadership role, help desk management position, or finance role. Instead, you'll serve as the operational leader responsible for building the systems, workflows, and governance that keep the business running efficiently.

What You'll Do

Build Operational Excellence

• Develop, document, and standardize company-wide operating procedures (SOPs)
• Create and maintain internal policies, client documentation standards, and operational playbooks
• Establish change management processes and communication standards across the organization
• Identify opportunities to improve efficiency through workflow automation and AI-driven operational processes
• Oversee administration of core operational platforms, including ConnectWise PSA, Datto RMM, and documentation systems, in partnership with Technical Services

Drive Quality & Process Standards

• Design and implement quality assurance processes for service delivery, including ticket audits and billable accuracy reviews
• Create project completion standards and quality checklists for engineering teams
• Standardize client onboarding, user provisioning, and identity management processes
• Partner with Technical Services to establish and maintain documentation standards

Own Asset, Contract & Vendor Operations

• Manage the lifecycle of client assets, inventory, and configuration records
• Maintain centralized contract repositories, including MSAs, SOWs, vendor agreements, and renewal schedules
• Coordinate contract approval workflows while partnering with executive leadership
• Collaborate with Finance on vendor procurement, purchasing, renewals, and contract management

Support Business Growth

• Evaluate and operationalize new service offerings and technology solutions
• Manage pricing governance, service catalogs, SKUs, and operational standards
• Build operational processes supporting sales handoffs, renewals, account growth, and customer success initiatives
• Provide operational support for strategic technology planning and vCIO initiatives

Lead Cross-Functional Operations

• Partner directly with the CEO to drive operational strategy and continuous improvement initiatives
• Develop operational dashboards, KPIs, service delivery metrics, and executive reporting
• Support employee onboarding, offboarding, training, and certification tracking
• Coordinate closely with Technical Services to ensure consistent standards while avoiding duplication of technical responsibilities