Ops Lead, PC and SD Manager

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🔥 0 minutes ago

🏈 Alabama, Alaska, +44 more states – Remote

🏈 Alabama – Remote 🐻 Alaska – Remote 🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🌺 Hawaii – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🦞 Maine – Remote 🦬 Montana – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🌾 North Dakota – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote 🦬 Wyoming – Remote

💵 $45 - $65 / hour

⏱ Part Time

🟠 Senior

⚙️ Operations

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Norbeck Technologies

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2000

Our mission is to provide a quality product at a reasonable price. We only partner with reputable manufacturers and suppliers, so we have confidence in the products we sell and services we offer. In addition, we provide consulting services for Clients. Our goal is to match the correct solution to your most difficult requirement.

📋 Description

• 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)