Director of Operations, MSP Service Delivery

🔥 11 minutes ago

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bdManagedIT

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1996

🤝 B2B

🔒 Cybersecurity

💼 Consulting

B2B • Cybersecurity • Consulting

bdManagedIT is a Georgia-based managed IT provider offering strategic, secure IT services to small and local businesses and organizations. For 30 years (family-owned, two offices in Madison and Woodstock), they deliver managed IT, co-managed services, IT-as-a-service, network and infrastructure support, VoIP, backup and disaster recovery, business continuity, and cloud migration/hosting. They emphasize security and compliance (vCISO services, managed EDR, managed SOC, penetration testing, vulnerability management, compliance-as-a-service), IT strategy and vCIO-led roadmaps, and AI services (AI readiness, managed AI workspace, business process automation). bdManagedIT positions itself as a local, B2B partner with enterprise-grade security (ThreatLocker Gold Partner, Microsoft Solutions Partner) and 24/7 monitoring, serving professional services, healthcare (HIPAA), construction & engineering, non-profits, local government, and small businesses across North Georgia.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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