Director of Operations, MSP Service Delivery

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the daily operational flow across service delivery, projects, and internal priorities.

• Ensure clarity and follow-through for tickets, projects, client commitments, and team responsibilities.

• Direct service priorities, ticket flow, project transitions, and escalation procedures.

• Recognize obstacles, recurring challenges, service deficiencies, and process failures.

• Enhance workflows, SOPs, communication, documentation, and accountability measures.

• Provide visibility into service quality, workloads, priorities, risks, and outcomes.

• Reduce reliance on key individuals by developing repeatable systems and fostering stronger team ownership.

• Utilize MSP service expertise to prioritize tasks, ask insightful questions, and facilitate improved operational decisions.

• Engage in technical discussions when necessary to clarify ownership, urgency, client impact, and subsequent steps.

• Assist the team in determining whether recurring issues stem from process gaps, training deficiencies, unclear ownership, or technical problems.

• Collaborate with company leadership to enhance service standards, operational maturity, and long-term scalability.

• Prevent tickets, projects, and technical decisions from lacking clear ownership or follow-through.

• Lead, mentor, and support managers, team leads, and technical team members.

• Establish clarity regarding roles, expectations, priorities, and performance metrics.

• Hold teams accountable for commitments, timelines, documentation, and client follow-up.

• Tackle issues directly while fostering a supportive and respectful culture.

• Aid team members in resolving problems at the system level rather than relying on a single key individual for solutions.

• Collaborate closely with ownership and leadership to align operations with business objectives.

• Transform leadership vision into actionable execution, priorities, and measurable outcomes.

• Convert company objectives into clear priorities, assign ownership, eliminate roadblocks, and ensure team follow-through.

• Promote effective communication and coordination across departments.

• Assist the company in scaling with greater structure, consistency, accountability, and operational rhythm.

⛳️ Requirements

• Practical experience as an IT engineer, systems administrator, MSP technician, or technical lead.

• In-depth knowledge of MSP service delivery, encompassing ticket flow, escalation paths, project transitions, and the technical realities of client environment support.

• Sufficient technical expertise to challenge priorities, distinguish root causes from symptoms, assess engineering utilization, and provide input on technology direction—without serving as the day-to-day escalation engineer.

• Demonstrated experience in leading operations, service delivery, technical teams, managers, or team leads.

• Capability to create repeatable systems, enhance workflows, and establish operational cadence.

• Excellent written and verbal communication skills, with the ability to convey information clearly to leadership, technical teams, and clients.

• Strong follow-through, accountability, and problem-solving abilities.

• Composed, organized, and decisive leadership style.

• Comfort in balancing hands-on involvement with higher-level operational planning.

• Ability to enforce accountability and address challenging issues without creating unnecessary drama.

• Bachelor’s degree preferred, but not mandatory. Equivalent experience in MSP, IT services, service delivery, technical operations, or operations leadership will be considered.

🏝️ Benefits

• 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.