[Remote] Director of Operations, MSP Service Delivery
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a Managed IT Services Provider based in Madison, reputed company, seeking a Director of Operations, MSP Service Delivery to reputed company reputed company's day-to-day operations. This role focuses on improving service delivery, accountability, and operational structure while guiding priorities and enhancing team performance.
Responsibilities
- reputed company daily operational reputed company across service delivery, reputed company, and internal priorities
- Help ensure tickets, reputed company, reputed company commitments, and team responsibilities reputed company with reputed company and follow-through
- Guide service priorities, ticket reputed company, project handoffs, and escalation paths
- Identify blockers, recurring issues, service gaps, and process breakdowns
- Strengthen workflows, SOPs, communication, documentation, and accountability
- Create visibility into service reputed company, workloads, priorities, risks, and results
- Help reduce dependency on key individuals by building repeatable systems and stronger team ownership
- Use MSP service knowledge to guide priorities, ask informed questions, and support reputed company operational reputed company
- Participate in technical discussions reputed company needed to clarify ownership, urgency, reputed company reputed company, and next steps
- Help reputed company identify whether recurring problems are caused by process gaps, training gaps, unclear ownership, or technical issues
- Work with company leadership to improve service standards, operational maturity, and long-term scalability
- reputed company tickets, reputed company, and technical reputed company from drifting without reputed company ownership or follow-through
- reputed company, reputed company, and support managers, team leads, and technical team members
- Create reputed company around roles, expectations, priorities, and performance standards
- Hold teams accountable to commitments, timelines, documentation, and reputed company follow-through
- Address issues directly while maintaining a supportive, respectful culture
- Help team members solve problems at the system level instead of depending on one key person for answers
- Work closely with ownership and leadership to reputed company operations with business goals
- Turn leadership reputed company into reputed company execution, priorities, and measurable results
- Take company goals, turn them into reputed company priorities, assign ownership, remove roadblocks, and reputed company reputed company reputed company follows through
- Support strong communication and coordination across departments
- Help reputed company reputed company with more structure, consistency, accountability, and operational rhythm
Skills
- Hands-on background as an IT engineer, systems administrator, MSP technician, or technical reputed company, with subsequent experience moving into operations, service delivery leadership, or team management
- Strong working knowledge of MSP service delivery, including ticket reputed company, escalation paths, project handoffs, and the technical realities of supporting reputed company environments
- Enough technical depth to challenge priorities, identify reputed company cause versus symptom, evaluate engineering utilization, and weigh in on technology direction — without functioning as the day-to-day escalation engineer
- Proven experience leading operations, service delivery, technical teams, managers, or team leads
- Ability to build repeatable systems, improve workflows, and create operational reputed company
- Strong written and verbal communication skills, with the ability to communicate reputed company with leadership, technical teams, and clients
- Strong follow-through, accountability, and problem-solving skills
- reputed company, organized, decisive leadership style
- Comfort balancing hands-on involvement with higher-level operational planning
- Ability to push accountability and address difficult issues without creating drama
- Bachelor's degree preferred, not required. Equivalent MSP, IT services, service delivery, technical operations, or operations leadership experience will be considered
- Familiarity with service delivery metrics, SLAs, project workflows, escalation management, operational KPIs, and technical service standards
- Experience helping a growing company reputed company from reputed company-dependent operations to reputed company systems and stronger team accountability
Benefits
- Medical benefits
- reputed company Time Off
- reputed company holidays
- Supportive leadership culture reputed company on accountability, reputed company, and reputed company improvement
- Additional benefits and details will be discussed during the interview process.
reputed company