Operations Manager

Every client decision should be made with intention. This role exists so their technology stays productive, protected, and aligned to both near-term needs and longer-term goals. You will turn strategy into daily delivery—so service is consistent, issues are resolved with purpose, and the team spends its time on work that actually moves clients forward.

Performance Objectives

• Hold service delivery to agreed response, resolution, and client-satisfaction targets across support, projects, and recurring managed services.
• Raise first-contact resolution and reduce repeat incidents by tightening triage, documentation, and escalation paths.
• Keep client environments stable and secure—networks, cloud, endpoints, virtual desktops, and conferencing—through proactive monitoring and planned maintenance.
• Deliver projects on scope, schedule, and budget, from design through cutover, with clear client communication at every milestone.
• Build a predictable operating cadence: staffing, utilization, ticket flow, and capacity that the team can sustain without heroics.
• Make compliance operational—especially security and HIPAA-related controls—so evidence, access, and change practices hold up under review.
• Surface risks early and close them with owners, dates, and measurable outcomes, not status theater.

Environment & Resources

You lead a small, hands-on delivery team inside an early-stage managed IT practice. Engineers handle support, network and device setup, cloud, video, and security work; you set priorities, standards, and accountability. You report to leadership and partner directly with client-facing colleagues. Tooling is practical: ticketing, documentation, remote management, and monitoring—not a bureaucracy. Budget authority covers staffing plans, vendor choices that affect delivery, and process improvements you can justify with results.

Essential Qualifications

• Proven ownership of MSP or internal IT operations, with measurable gains in SLA performance, ticket quality, or client retention.
• Ability to run mixed workloads: break-fix, projects, and recurring managed services without losing either speed or standards.
• Working fluency in networks, endpoints, cloud services, and common collaboration or virtual-desktop setups—enough to coach engineers and challenge weak designs.
• Experience making security and compliance real in daily operations, including healthcare or similarly regulated clients.
• Clear written and verbal communication with technicians and non-technical stakeholders.
• Comfort building process in a small team where you will both design the system and live inside it.

Role Selling Points

• Impact is immediate: your operating system becomes how clients experience technology.
• Breadth over narrow specialization—security, cloud, networks, conferencing, and day-to-day support in one practice.
• Room to define how a growing team works, not inherit a frozen playbook.
• Work judged by client outcomes and team health, not activity volume.

Call to Action

If you can make a technical team consistently productive and protective—and prove it with results—apply. Tell us what you improved, how you measured it, and what you would do in the first 90 days.