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
