Director of Operations, MSP Service Delivery

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bdManagedIT

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 1996

🤝 B2B

🔒 Cybersecurity

💼 Conseil

B2B • Cybersecurity • Consulting

bdManagedIT est un fournisseur de services IT gérés basé en Géorgie, offrant des services IT stratégiques et sécurisés aux petites entreprises et organisations locales. Depuis 30 ans (entreprise familiale, deux bureaux à Madison et Woodstock), ils proposent des services IT gérés, des services co-gérés, IT-as-a-service, support réseau et infrastructure, VoIP, sauvegarde et reprise après sinistre, continuité d'activité et migration/hébergement cloud. Ils mettent l'accent sur la sécurité et la conformité (services de vCISO, EDR géré, SOC géré, tests de pénétration, gestion des vulnérabilités, conformité-as-a-service), la stratégie IT et des feuilles de route dirigées par vCIO, et des services d'IA (préparation à l'IA, espace de travail IA géré, automatisation des processus métier). bdManagedIT se positionne comme un partenaire local B2B offrant une sécurité de niveau entreprise (Partenaire Gold ThreatLocker, Partenaire Solutions Microsoft) et une surveillance 24/7, servant les services professionnels, la santé (HIPAA), la construction et l'ingénierie, les organisations à but non lucratif, le gouvernement local et les petites entreprises à travers le nord de la Géorgie.

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

🎯 Exigences

• 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

🏖️ Avantages

• 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