Ops Lead, PC and SD Manager

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