IT Director​/Operation Director

Job Title: Director of Operations

Position Type: Full Time
- Permanent

We are seeking a Director of Operations with strong Technical L3 expertise and proven MSP leadership experience to oversee and manage the entire operational, technical, and business functions of the organization. This is a high-responsibility leadership role requiring a hands-on technical leader who can also drive operational excellence, business growth, and team performance.

The ideal candidate will have the capability to run the company’s day-to-day operations
, lead technical teams, manage client relationships, and ensure business objectives are met efficiently.

• Act as the highest technical escalation point (L3) for complex infrastructure, cloud, security, and networking issues.
• Provide architectural oversight and technical direction for:
  • Microsoft 365, Azure, Intune, Entra
  • Windows Server, Active Directory
  • Networking, firewalls, VPNs, backups, DR
• Define and enforce technical standards, documentation, and best practices.
• Oversee service delivery quality and SLA adherence across all clients.

• Lead and manage end-to-end MSP operations, including service desk, NOC, projects, and field operations.
• Ensure efficient ticket flow, escalation processes, and resolution timelines.
• Optimize tools, processes, and workflows used in MSP environments.
• Monitor KPIs, service metrics, and operational performance.

• Manage overall business operations, including staffing, resource planning, budgeting, and forecasting.
• Work closely with ownership/executive leadership on business strategy and operational planning.
• Drive operational efficiency, cost control, and profitability.
• Support client retention, account growth, and operational scalability.

• Lead, mentor, and develop technical and operations teams.
• Conduct performance reviews, training plans, and skill development initiatives.
• Build a culture of accountability, professionalism, and continuous improvement.
• Ensure proper hiring, onboarding, and team structure.

• Serve as a senior point of contact for key clients and stakeholders.
• Participate in client meetings, escalations, and strategic discussions.
• Ensure high customer satisfaction and long-term client relationships.

• Proven MSP (Managed Service Provider) experience – Mandatory
• Strong Technical L3 background in IT infrastructure and cloud technologies
• Experience in Director / Head of Operations / Senior Operations Leadership roles
• Demonstrated ability to run and manage an entire company or large MSP operation
• Excellent leadership, decision-making, and problem-solving skills
• Strong communication skills and ability to work with technical and non-technical stakeholders

• Experience scaling MSP operations
• Financial and operational planning experience
• Exposure to compliance, security, and governance frameworks
• Prior experience working with SMB and mid-market clients