VP of Operations

Role Overview

• Lead day-to-day service delivery operations across helpdesk, projects, and engineering
• Build and improve scalable operational processes, workflows, and standards
• Partner with executive leadership to support growth, profitability, and long-term operational maturity
• Oversee service delivery performance, including responsiveness, efficiency, communication, and issue resolution
• Support the Service Delivery Manager and service team in meeting service expectations and operational goals
• Improve visibility into team performance, ticket flow, escalations, and client-impacting issues
• Help reduce reactive support volume through better standards, documentation, and proactive management
• Oversee the project function to ensure projects are properly scoped, scheduled, staffed, and completed on time
• Manage engineering priorities across implementations, escalations, client initiatives, and internal projects
• Ensure technical delivery aligns with company standards and best practices
• Support standardization across core platforms, including Microsoft 365, Azure, Azure Virtual Desktop, cybersecurity, backup, and infrastructure solutions
• Ensure clients receive a consistent, professional, high-value service experience
• Partner with leadership on strategic reviews, client planning, and service improvement initiatives
• Improve and maintain key operational processes, including ticket workflows, escalations, handoffs, project coordination, and documentation standards
• Use KPIs, reporting, and operational data to identify issues and drive improvement
• Strengthen the use of PSA, documentation, and service management tools to improve consistency and efficiency

Requirements

• Proven experience leading operations within an MSP, IT services firm, or similar technical services organization
• Strong understanding of managed services, helpdesk operations, project delivery, and technical escalation management
• Experience managing service delivery metrics, SLAs, utilization, project performance, and client satisfaction
• Working knowledge of Microsoft 365, Azure, cybersecurity services, backup and disaster recovery, and modern IT infrastructure environments
• Demonstrated ability to improve and enforce operational processes, standards, and accountability
• Proven success leading managers, service teams, technical teams, and cross-functional departments
• Strong communication, leadership, decision-making, and organizational skills
• Ability to thrive in a fast-paced, growth-oriented environment while maintaining a high standard of execution.

Tech Stack

• Azure
• Cyber Security

Benefits

• 401(k)
• 401(k) matching
• Bonus based on performance
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Parental leave
• Profit sharing
• Training & development
• Vision insurance