Responsibilities
- Oversee all aspects of technical service delivery, including help desk operations, incident management, escalation procedures, and SLA compliance.
- Monitor and improve key operational metrics such as ticket response time, resolution rate, first-call resolution, and client satisfaction scores.
- Develop, document, and continuously refine standard operating procedures (SOPs) for recurring service processes.
- Manage vendor relationships and coordinate with third-party technology partners to ensure seamless service integration.
- Evaluate and recommend tools, platforms, and technologies that enhance operational efficiency and service quality.
- Directly manage a team of up to 10 technical and operational staff, including help desk technicians, system administrators, and service coordinators.
- Set clear performance expectations, conduct regular one-on-ones, and deliver timely coaching and feedback.
- Foster a collaborative, accountable team culture rooted in continuous improvement and professional development.
- Lead hiring, onboarding, and training efforts as the team scales to meet client demand.
- Serve as a senior point of contact for key client accounts, building strong relationships and ensuring high levels of satisfaction and retention.
- Conduct regular business reviews with clients to assess service performance, identify opportunities, and proactively address concerns.
- Collaborate with sales and leadership on client renewals, upsell opportunities, and expansion strategies.
- Translate client feedback into actionable operational improvements.
- Partner with the CEO to define and execute operational strategy aligned with overall business objectives.
- Identify and mitigate operational risks, including capacity constraints, process bottlenecks, and client delivery gaps.
- Contribute to annual planning, budgeting, and resource allocation for the operations function.
- Champion a culture of data-driven decision-making and operational transparency.
Requirements
- 5+ years of progressive experience in managed services or technology service delivery, with at least 2 years in a leadership or management role.
- Demonstrated experience managing a small team in a fast-moving, resource-constrained environment.
- Solid understanding of IT service management frameworks (ITIL, ITSM) and common MSP/IT services tooling (e.g., ConnectWise, Autotask, Datto, or similar PSA/RMM platforms).
- Proven ability to manage client relationships and contribute to customer success outcomes.
- Excellent organizational, communication, and problem-solving skills.
- Familiarity with cloud platforms (Microsoft 365, Azure, AWS) and modern IT infrastructure.
Nice to Have
- Experience with CRM or customer success platforms (e.g., HubSpot, Salesforce, Gainsight) is a plus.
- Background in process improvement methodologies (Lean, Six Sigma, or similar) is preferred.
Team
Team size: up to 10. Structure: help desk support, service delivery, and client account management
