Director of Operations

About COURSER

COURSER accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth‑Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast‑paced IT environment, join our rapidly expanding team and contribute to our ongoing success.

The Director of Operations is responsible for overseeing and optimizing the operational processes and service delivery functions of the MSP. This leadership role ensures that all operational activities align with company goals, deliver exceptional client experiences, and drive efficiency and profitability. The ideal candidate will have extensive experience in IT service operations, a strong understanding of MSP processes, and proven leadership capabilities.

• Oversee daily operations, including service delivery, project management, and technical support teams.
• Monitor and manage towards pre‑defined KPIs and Success Metrics to drive great client satisfaction, operational efficiency, and team member effectiveness.
• Develop and implement strategies to improve operational efficiency, service quality, and client satisfaction.
• Monitor and enforce compliance with company policies, SLAs (Service Level Agreements), and industry standards.
• Ensure the timely and effective delivery of IT services, including managed IT support, cloud solutions, and cybersecurity.
• Proactively address and resolve escalated client issues, maintaining a high level of client satisfaction.
• Collaborate with account management teams to align operational activities with client expectations.
• Analyze and refine operational processes to drive efficiency and scalability.
• Implement best practices for service delivery, incident management, and problem resolution.
• Leverage ITIL frameworks or similar methodologies to enhance service management.
• Lead, mentor, and manage operations teams, fostering a culture of collaboration, accountability, and excellence.
• Provide regular training and professional development opportunities to enhance team performance.
• Conduct performance reviews and set clear goals and expectations for team members.
• Define, track, and report on key performance indicators (KPIs) to measure operational success.
• Analyze operational data to identify trends, risks, and areas for improvement.
• Present operational performance updates to senior leadership, offering actionable recommendations.
• Manage relationships with technology vendors and partners, ensuring optimal service and pricing.
• Oversee the procurement and deployment of tools and technologies that enhance service delivery.
• Ensure that systems, tools, and infrastructure support operational objectives.
• Manage the operations budget, ensuring cost‑effective allocation of resources.
• Identify opportunities to reduce operational costs while maintaining service quality.
• Collaborate with the finance team to forecast and monitor operational expenses.

• Bachelor’s degree in Business Administration, Information Technology, or a related field (MBA preferred).
• 7+ years of experience in operations management, with at least 3 years in the MSP or IT services industry.
• Strong knowledge of IT infrastructure, cloud services, cybersecurity, and MSP business models.
• Leadership and team management skills, with a track record of building and developing high‑performing teams.
• Proficiency with PSA (Professional Services Automation) tools like Connect Wise or Autotask.
• Familiarity with RMM (Remote Monitoring and Management) tools, ITIL frameworks, and other ITSM methodologies.
• Excellent problem‑solving and decision‑making abilities.
• Strong communication skills for collaborating with clients, teams, and executive leadership.
• Strong focus on client satisfaction and continuous service improvement.
• Ability to prioritize and manage multiple projects in a fast‑paced environment.
• Willingness to travel as needed for client or internal meetings.

At COURSER, we prioritize the personal and professional development of our employees. We offer best‑in‑class training, mentorship, and clear…