Job Description

Summary

A premier Managed Services Provider (MSP) in the Ellicott City, MD area is seeking a high-caliber Director of Operations to act as the primary driver of the organization. This role is designed for a "front-line" leader who is ready to take full ownership of the company’s daily operations, set the pace for the team, and uphold rigorous performance standards. We are looking for a strategic powerhouse who has already served as a Director or is a high-performing second-in-command ready to fully step into the lead role. If you are an MSP veteran who thrives on accountability and operational excellence, this is your opportunity to run the engine of a growing IT firm.

Duties & Responsibilities

• Operational Execution: Serve as the "heartbeat" of the organization, managing the day-to-day cadence and ensuring the team operates with urgency and precision.
• Service Delivery Optimization: Oversee the entire service lifecycle, ensuring client environments are managed proactively and technical issues are resolved within strict SLA guidelines.
• Workflow Engineering: Audit and refine existing MSP workflows—from ticketing to project management—implementing scalable SOPs that drive efficiency and profitability.
• KPI Management: Define, track, and report on critical business metrics, including technician utilization, ticket "kill rates," and client satisfaction (CSAT).
• Leadership & Mentorship: Lead from the front to build a culture of high performance; mentor technical staff while holding them accountable to the firm's standards.
• Strategic Growth: Partner with the business owner to translate long-term goals into actionable operational plans, ensuring the infrastructure is ready to scale.

Qualifications & Requirements

• Mandatory MSP Background: Minimum of 5+ years in a Managed Services Provider environment. Candidates without direct MSP experience will not be considered.
• Proven Leadership: Extensive experience in a Director-level role or a Senior Management position closely supporting a Director of Operations.
• Expert Tool Knowledge: Mastery of PSA and RMM platforms (e.g., ConnectWise, Autotask, NinjaOne) to extract data, manage workflows, and automate reporting.
• Operational Mindset: A deep understanding of MSP financials, specifically labor efficiency, service margins, and contract management.
• Ownership Mentality: A "buck stops here" attitude with a track record of successfully running day-to-day business operations independently.
• Communication Excellence: Ability to command a room, manage high-stakes client escalations, and deliver clear, decisive instructions to a technical team.

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