Chief Operating Officer

The Chief Operating Officer (COO) is responsible for the day-to-day operational leadership and execution of the business across its managed IT and print/imaging service lines. Reporting directly to the President/Owner, the COO translates company strategy into operational reality — building the systems, processes, and accountability that allow the organization to deliver consistently, scale profitably, and maintain a high standard of service across all departments.

The COO serves as the integrating force across service delivery, field/project operations, procurement, and support functions, ensuring that teams are aligned, resources are deployed effectively, and operational performance meets both client expectations and financial targets. The role carries direct accountability for the discipline and accuracy of Allied's core operating systems – Connect Wise manage for managed IT service delivery and e-automate for print/imaging service, contracts, and finance.

Allied is looking for an AI-driven leader: someone who treats AI and automation as a core operating principle rather than an experiment on the side, and with the help of internal AI experts, will actively replace manual, repetitive work across the business with AI-assisted and automated workflows.

• Provide day-to-day leadership and management across all operational departments, including managed services/help desk, field service, project delivery, and print/imaging operations.
• Translate the company's strategic vision into clear operational plans, priorities, and measurable objectives.
• Establish, document, and continuously improve operational processes and standard operating procedures across all departments.
• Serve as the primary integrator across departments, resolving cross-functional bottlenecks and ensuring accountability.

• Own service delivery operations to ensure consistent, high-quality outcomes across managed IT and print/imaging clients.
• Set and enforce service level agreement standards, and client satisfaction metrics.
• Drive continuous improvement in processes across all departments, including finance, ticket handling, dispatch, project execution, and equipment installation/support.
• Ensure escalation processes are effective, and that recurring issues are addressed at the root

• Own operational performance against budget, including service margins, labor utilization, and cost control.
• Partner with Finance to develop operational budgets, forecast resource needs, and monitor key financial and operational KPIs.
• Ensure profitability on contracts, projects, and service agreements, including protection of service margins on dealer- and vendor-sourced business.
• Identify and act on opportunities to improve operational efficiency and reduce waste.
• Lead, coach, and develop department managers and operational leaders, building a culture of accountability and continuous improvement.
• Establish clear roles, responsibilities, and performance expectations across operational seats.
• Identify staffing needs, support recruiting and onboarding, and build depth to eliminate single points of failure.
• Foster a positive, high-performance culture aligned with company values.

• Oversee procurement and vendor relationships related to hardware, equipment, and third-party service partners.
• Ensure equipment sourcing, installation logistics, and contract setup are executed accurately and profitably.
• Coordinate with sales and finance to ensure smooth handoff from sale to delivery and accurate contract configuration.

• Champion the effective use of business systems (ERP, CRM, PSA/RMM, and…