Job Title: Director of Operations

Position Type: Full Time- Permanent

Job Description

Role Overview

We are seeking a Director of Operations with strong Technical L3 expertise and proven MSP leadership experience to oversee and manage the entire operational, technical, and business functions of the organization. This is a high-responsibility leadership role requiring a hands-on technical leader who can also drive operational excellence, business growth, and team performance.

The ideal candidate will have the capability to run the company’s day-to-day operations, lead technical teams, manage client relationships, and ensure business objectives are met efficiently.

Key Responsibilities

Technical Leadership (L3)

Act as the highest technical escalation point (L3) for complex infrastructure, cloud, security, and networking issues.
Provide architectural oversight and technical direction for:
- Microsoft 365, Azure, Intune, Entra ID
- Windows Server, Active Directory
- Networking, firewalls, VPNs, backups, DR
Define and enforce technical standards, documentation, and best practices.
Oversee service delivery quality and SLA adherence across all clients.

MSP Operations Management

Lead and manage end-to-end MSP operations, including service desk, NOC, projects, and field operations.
Ensure efficient ticket flow, escalation processes, and resolution timelines.
Optimize tools, processes, and workflows used in MSP environments.
Monitor KPIs, service metrics, and operational performance.

Business Operations & Leadership

Manage overall business operations, including staffing, resource planning, budgeting, and forecasting.
Work closely with ownership/executive leadership on business strategy and operational planning.
Drive operational efficiency, cost control, and profitability.
Support client retention, account growth, and operational scalability.

Team Leadership & People Management

Lead, mentor, and develop technical and operations teams.
Conduct performance reviews, training plans, and skill development initiatives.
Build a culture of accountability, professionalism, and continuous improvement.
Ensure proper hiring, onboarding, and team structure.

Client & Stakeholder Management

Serve as a senior point of contact for key clients and stakeholders.
Participate in client meetings, escalations, and strategic discussions.
Ensure high customer satisfaction and long-term client relationships.

Required Qualifications

Must-Have Requirements

Proven MSP (Managed Service Provider) experience – Mandatory
Strong Technical L3 background in IT infrastructure and cloud technologies
Experience in Director / Head of Operations / Senior Operations Leadership roles
Demonstrated ability to run and manage an entire company or large MSP operation
Excellent leadership, decision-making, and problem-solving skills
Strong communication skills and ability to work with technical and non-technical stakeholders

Preferred Qualifications

Experience scaling MSP operations
Financial and operational planning experience
Exposure to compliance, security, and governance frameworks
Prior experience working with SMB and mid-market clients

Moksh Tech

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