Director of Operations, MSP Service Delivery

🕒 Julho 27

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🔴 Especialista

⚙️ Operações

👻 Score fantasma 12%

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bdManagedIT

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 1996

🤝 B2B

🔒 Cibersegurança

💼 Consultoria

B2B • Cybersecurity • Consulting

bdManagedIT é um provedor de TI gerenciado com sede na Geórgia, oferecendo serviços estratégicos e seguros de TI para pequenas empresas e organizações locais. Há 30 anos (empresa familiar, com dois escritórios em Madison e Woodstock), eles fornecem TI gerenciada, serviços co-gerenciados, TI como serviço, suporte de rede e infraestrutura, VoIP, backup e recuperação de desastres, continuidade de negócios e migração/hospedagem em nuvem. Eles enfatizam segurança e conformidade (serviços de vCISO, EDR gerenciado, SOC gerenciado, testes de penetração, gestão de vulnerabilidades, conformidade como serviço), estratégia de TI e roteiros liderados por vCIO, e serviços de IA (preparação para IA, espaço de trabalho de IA gerenciado, automação de processos de negócios). A bdManagedIT se posiciona como um parceiro local B2B com segurança em nível empresarial (parceiro ouro da ThreatLocker, parceiro de soluções da Microsoft) e monitoramento 24/7, atendendo serviços profissionais, saúde (HIPAA), construção e engenharia, organizações sem fins lucrativos, governo local e pequenas empresas em todo o norte da Geórgia.

Descrição

• Oversee daily operational flow across service delivery, projects, and internal priorities • Help ensure tickets, projects, client commitments, and team responsibilities move with clarity and follow-through • Guide service priorities, ticket flow, project handoffs, and escalation paths • Identify blockers, recurring issues, service gaps, and process breakdowns • Strengthen workflows, SOPs, communication, documentation, and accountability • Create visibility into service quality, workloads, priorities, risks, and results • Help reduce dependency on key individuals by building repeatable systems and stronger team ownership • Use MSP service knowledge to guide priorities, ask informed questions, and support better operational decisions • Participate in technical discussions when needed to clarify ownership, urgency, client impact, and next steps • Help the team identify whether recurring problems are caused by process gaps, training gaps, unclear ownership, or technical issues • Work with company leadership to improve service standards, operational maturity, and long-term scalability • Keep tickets, projects, and technical decisions from drifting without clear ownership or follow-through • Lead, coach, and support managers, team leads, and technical team members • Create clarity around roles, expectations, priorities, and performance standards • Hold teams accountable to commitments, timelines, documentation, and client follow-through • Address issues directly while maintaining a supportive, respectful culture • Help team members solve problems at the system level instead of depending on one key person for answers • Work closely with ownership and leadership to align operations with business goals • Turn leadership vision into clear execution, priorities, and measurable results • Take company goals, turn them into clear priorities, assign ownership, remove roadblocks, and make sure the team follows through • Support strong communication and coordination across departments • Help the company scale with more structure, consistency, accountability, and operational rhythm

🎯 Requisitos

• Hands-on background as an IT engineer, systems administrator, MSP technician, or technical lead • Strong working knowledge of MSP service delivery, including ticket flow, escalation paths, project handoffs, and the technical realities of supporting client environments • Enough technical depth to challenge priorities, identify root cause versus symptom, evaluate engineering utilization, and weigh in on technology direction — without functioning as the day-to-day escalation engineer • Proven experience leading operations, service delivery, technical teams, managers, or team leads • Ability to build repeatable systems, improve workflows, and create operational cadence • Strong written and verbal communication skills, with the ability to communicate clearly with leadership, technical teams, and clients • Strong follow-through, accountability, and problem-solving skills • Calm, organized, decisive leadership style • Comfort balancing hands-on involvement with higher-level operational planning • Ability to push accountability and address difficult issues without creating drama • Bachelor’s degree preferred, not required. Equivalent MSP, IT services, service delivery, technical operations, or operations leadership experience will be considered

🏖️ Benefícios

• Medical benefits • Paid Time Off • Paid holidays • Supportive leadership culture focused on accountability, clarity, and continuous improvement • Additional benefits and details will be discussed during the interview process