Operations Manager

Operations Manager

Location: Wallingford, CT

Employment Type: Full-Time

Logistics: Hybrid – 2–3 days in office

Compensation: $100,000–$120,000 annually

MSP Experience Required

About the Role

We are seeking an experienced Operations Manager to lead the Professional Services function while remaining hands-on with complex client projects. This is a senior leadership role combining technical engineering, project delivery, team management, operational performance, and client engagement.

Approximately 50% of the role will focus on leading strategic technical projects, with the remaining 50% focused on managing and improving the Professional Services operation.

Role Responsibilities

• Lead complex Microsoft 365, Entra, server, networking, firewall, cloud, virtualization, and infrastructure projects.
• Own solution design and architecture for strategic client engagements.
• Lead and develop Professional Services engineers and project coordination resources.
• Oversee project planning, delivery, resource allocation, capacity, and scheduling.
• Own project utilization, billable-hour targets, budgets, margins, and delivery performance.
• Lead technical discovery, project scoping, estimation, and SOW development.
• Serve as the senior technical escalation point for Professional Services.
• Partner with Sales and client strategy teams on complex opportunities and pre-sales engagements.
• Establish and maintain project delivery processes, documentation, and quality standards.
• Track and report key metrics, including utilization, project margin, delivery timelines, backlog, scope performance, and client satisfaction.
• Drive continuous improvement across processes, tooling, templates, and team development.

Required Experience & Qualifications

• Significant senior engineering experience within an MSP or IT consulting environment.
• Prior technical team leadership or management experience.
• Strong technical knowledge of Microsoft 365, Entra ID, Windows Server, networking, firewalls, virtualization, and cloud/hybrid infrastructure.
• Experience leading complex client projects from discovery and scoping through implementation and close.
• Experience creating estimates and Statements of Work (SOWs).
• Strong understanding of project budgets, margins, utilization, and scope management.
• Experience with PSA and RMM platforms such as ConnectWise and N-Central or equivalent.
• Strong client-facing, leadership, and communication skills.
• Ability to translate complex technical concepts into clear business language.

Preferred Qualifications

• Relevant Microsoft, networking, security, or cloud certifications.
• Experience leading Professional Services within an MSP.
• Technical pre-sales and solution architecture experience.
• Experience building and improving Professional Services processes and operating standards.
• Experience reporting operational and financial performance to senior leadership.