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Ops Lead, PC and SD Manager at Norbeck Technologies | JobVerse
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Ops Lead, PC and SD Manager
Norbeck Technologies
Remote
Website
LinkedIn
Ops Lead, PC and SD Manager
Florida, United States of America
Part Time
4 hours ago
$45 - $65 USD
Apply Now
Key skills
PMP
Go
Communication
About this role
Role Overview
End-to-end project delivery oversight: order → kickoff → milestones → go-live
Hypercare program management — scheduling, tracking, and closing hypercare windows
Service desk operations: SLA adherence, ticket queue health, and team performance
Process documentation, improvement, and enforcement across both functions
PSA platform hygiene — projects, tickets, and records stay accurate and up to date
Direct management of the Project Coordinator and L1/L2 Service Desk staff
Requirements
3+ years in an MSP or IT services environment
Hands-on experience with a PSA tool (ConnectWise, Autotask, HaloPSA, etc.)
Ability to context-switch between project delivery and reactive support
Knowledge of good SLA matrix and how to hold a team to it
Comfortable owning client communication at the project and escalation level
Experience leading or supervising a small technical team
PMP, CAPM, or ITIL certification (nice to have)
Experience building or refining MSP onboarding workflows (nice to have)
Familiarity with hypercare or white-glove onboarding programs (nice to have)
Tech Stack
PMP
Apply Now
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