Ops Lead, PC and SD Manager

This is a fully remote position, open to applicants in Alabama, +45 more states.

📋 Description

• Comprehensive oversight of project delivery from order through kickoff, milestones, and go-live.

• Management of hypercare programs, including scheduling, tracking, and closing hypercare windows.

• Operations of service desk, ensuring adherence to SLAs, maintaining ticket queue health, and monitoring team performance.

• Documentation, enhancement, and enforcement of processes across both functions.

• Ensuring the accuracy and currency of projects, tickets, and records within the PSA platform.

• Direct supervision of the Project Coordinator and Level 1/Level 2 Service Desk personnel.

⛳️ Requirements

• Minimum of 3 years of experience in a Managed Service Provider (MSP) or IT services setting.

• Practical experience with a PSA tool such as ConnectWise, Autotask, HaloPSA, etc.

• Capability to switch contexts effectively between project delivery and reactive support tasks.

• Understanding of SLA metrics and the ability to enforce them within a team.

• Proficient in managing client communications at both project and escalation levels.

• Experience in leading or supervising a small technical team.

• Possession of PMP, CAPM, or ITIL certification is a plus.

• Background in developing or refining onboarding workflows for MSPs is desirable.

• Familiarity with hypercare or white-glove onboarding programs is a bonus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and continued learning.

• Collaborative work environment with a focus on innovation.

• Comprehensive health benefits and wellness programs.

• Flexible work arrangements to support work-life balance.