Operations Manager

This range is provided by GDI Infotech. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$85,000.00/yr - $/yr

The Operations Manager oversees daily operations within our Managed Service Provider (MSP) business, ensuring that service delivery, support processes, and client satisfaction are consistently meeting and exceeding expectations. This role is responsible for managing the service desk, coordinating technical teams, implementing best practices, and driving continuous improvement in operational performance.

Service Delivery & Operations

• Oversee day-to-day MSP operations, including helpdesk, NOC (Network Operations Center), and field services.
• Monitor SLAs and KPIs to ensure timely resolution of incidents, requests, and projects.
• Optimize workflows and ensure compliance with ITIL and MSP best practices.
• Implement and manage escalation procedures to resolve client issues effectively.
• Lead, mentor, and develop service desk staff, system engineers, and technical support teams.
• Conduct performance reviews, provide coaching, and establish career development paths.
• Ensure adequate staffing coverage to support 24/7 operations if required.

Client Experience & Relationship Management

• Act as a point of contact for escalated client concerns and ensure rapid resolution.
• Support Account Managers in Quarterly Business Reviews (QBRs) by providing operational insights.
• Foster a culture of proactive communication, ensuring clients feel supported and informed.

Process & Continuous Improvement

• Define, implement, and refine SOPs for technical support, ticket management, and service delivery.
• Leverage PSA (Professional Services Automation) and RMM (Remote Monitoring & Management) tools to improve efficiency.
• Identify recurring issues, propose solutions, and lead root-cause analysis initiatives.
• Drive automation and standardization across operations to reduce manual overhead.

Financial & Strategic Oversight

• Assist leadership in budget planning and resource allocation for operations.
• Track and report operational metrics, identifying areas for cost optimization.
• Collaborate with leadership on strategic initiatives for scalability and growth.

Qualifications

• Proven experience in an Operations Manager or Service Delivery Manager role within an MSP or IT services company.
• Strong understanding of MSP tools (PSA, RMM, monitoring platforms).
• Knowledge of ITIL frameworks, SLA management, and IT operations best practices.
• Excellent leadership, communication, and client relationship skills.
• Strong analytical and problem-solving abilities.

Preferred Skills

• IT certifications such as ITIL, CompTIA Network+/Security+, or Microsoft/VMware/Cisco certifications.
• Experience managing remote and on-site technical teams.
• Familiarity with cybersecurity practices and compliance frameworks (HIPAA, SOC 2, etc.).

Success in This Role Looks Like

• High client satisfaction and retention.
• Service desk operating at peak efficiency with measurable KPI improvements.
• Strong team morale, growth, and accountability.
• Operational processes that scale with business growth.

• Mid-Senior level

• Full-time

• Information Technology
• Industries
• IT Services and IT Consulting

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