Operations Manager - Hands-On (IT / MSP)

Job DescriptionJob Description

We are a growing Managed Services Provider (MSP) looking for an Operations Manager to take ownership of our day-to-day service delivery. This role leads a small team, giving you full visibility and ownership over day-to-day operations.

This role is ideal for a high-performing MSP technician who is ready to step into management while staying hands-on technically. You will lead the service team, improve operations, and step in to resolve technical issues when needed.

What You'll Do

• Own and manage daily help desk operations
• Ensure tickets are being responded to and resolved in a timely manner
• Hold technicians accountable for performance and follow-through
• Improve ticket flow, prioritization, and internal processes
• Act as the escalation point for technical issues
• Identify bottlenecks and fix them
• Communicate with leadership on team performance and service issues
• Jump into tickets when needed to keep things moving

What We're Looking For

• Required: MSP (Managed Services Provider) experience
• 5+ years in IT support or systems/network administration
• Microsoft 365 Admin Center experience
• Proven ability to troubleshoot and resolve technical issues
• Experience mentoring or leading other technicians
• Strong understanding of help desk workflows and ticketing systems
• Ability to enforce structure, accountability, and urgency
• Someone who takes ownership and pushes work forward without being asked

What This Role Is

• A player/coach position - you lead, but you are still hands-on
• A role with real ownership over team performance and operations
• An opportunity to grow into senior leadership as the company scales

What This Role Is NOT

• Not a passive management role
• Not a pure help desk technician position
• Not a project-only or engineering-only role

Compensation & Growth

We offer a competitive base salary along with performance-based incentives tied to team success, efficiency, and overall company performance.

We are looking for someone who wants to grow with the company and directly benefit from improving how the business operates.

As a growing company, we currently provide a health insurance stipend rather than a group plan, giving employees flexibility in choosing their own coverage.

Company DescriptionWe are a growing Managed Services Provider (MSP) delivering IT support, server hosting and phone system solutions to small and mid-sized businesses. Our focus is on reliable service, fast response times, and continuously improving how we support our clients.Company DescriptionWe are a growing Managed Services Provider (MSP) delivering IT support, server hosting and phone system solutions to small and mid-sized businesses. Our focus is on reliable service, fast response times, and continuously improving how we support our clients.