Technology Operations Manager

We are actively interviewing for the following job.

We are a growing Managed IT Services Provider (MSP) based in Ellicott City, Maryland. We support the proactive technology needs of small and medium-sized businesses (SMBs) across the region. We are currently looking for a highly proactive and deeply technical Technology Operations Manager to take complete ownership of our technical service delivery and act as our ultimate technical authority.

We are seeking a hands-on technical powerhouse who loves solving complex IT and network infrastructure problems. In this role, you will act as the final tier of escalation for our engineering team and the definitive owner of our technology operations.

While this role does not have direct reports on day one, it requires strong leadership instincts, extreme operational ownership, and the ability to drive technical initiatives forward independently. You will be the go-to expert for complex escalations, vendor management, and high-level client advisory. If you are a proactive problem-solver who can take on a project, say "I've got it," and deliver flawless results without needing to be micromanaged or double-checked, we want you on our team!

• Ultimate Technical Escalation: Serve as the final point of escalation (Tier 3/Tier
  4) for complex technical issues that pass through our Tier 1 and Tier 2 engineers.
• Infrastructure Focus: Act as our resident expert in Network Infrastructure, which is the most critical technical component of this role, while maintaining a well-rounded IT skill set to oversee broad technology operations.
• Total Operational Ownership: Proactively oversee daily technology operations to ensure nothing falls through the cracks. Identify potential issues, present solutions, and execute them independently.
• Vendor & Project Management: Lead strategic initiatives, such as evaluating new security or software vendors, comparing licensing costs (e.g., Microsoft 365), and heading up full-scale migrations, rollouts, and vendor switches.
• Client-Facing Advisory: Interface directly with clients for high-level discussions. This includes communicating technical changes, managing vendor transitions, and explaining pricing or licensing adjustments with professionalism and polish.
• On-Site Client Visits (RSVs): Travel locally (Howard County, Anne Arundel County, Annapolis, etc.) approximately once a month for a few hours to perform Regularly Scheduled Visits (RSVs). You will check in with clients, inspect physical hardware, and handle rare on-site emergencies (e.g., a downed server).

• Strong MSP Background: Previous experience working for a Managed Service Provider (MSP) is strongly preferred
  . You must understand the fast pace and structure of supporting multiple distinct SMB client environments.
• Deep Technical Chops: You must be highly technical and well-rounded, with your absolute strongest skills residing in Network Infrastructure (firewalls, switches, routing, connectivity).
• Extreme Ownership & Initiative: Proven ability to take initiative and operate with a high degree of accountability. We need someone with a "fire-and-forget" mentality who ensures tasks are completed correctly the first time.
• Excellent Communication: The ability to confidently translate complex technical concepts and business impacts to non-technical business owners and clients.
• Local Commute & Travel: Must be able to work 100% on-site in our Ellicott City, MD office. You must have a valid driver's license and reliable transportation for occasional local client visits.
• Military veterans with relevant IT and leadership experience are highly encouraged to apply!

• Competitive base salary of $95,000 - $115,000 per year (commensurate with experience)
• A highly autonomous environment where your technical expertise will have an immediate and direct impact on the business's success.