Ops Lead PC and SD Manager
About the role
We're looking for a sharp, process-driven Operations Lead to own the full client lifecycle — from signed order to a successful go-live — while keeping the service desk running clean, fast, and within SLA. You'll sit at the intersection of project delivery and day-to-day support, managing both a Project Coordinator and a Service Desk team.
What You'll Own
- End-to-end project delivery oversight: order → kickoff → milestones → go-live
- Hypercare program management — scheduling, tracking, and closing hypercare windows
- Service desk operations: SLA adherence, ticket queue health, and team performance
- Process documentation, improvement, and enforcement across both functions
- PSA platform hygiene — projects, tickets, and records stay accurate and up to date
- Direct management of the Project Coordinator and L1/L2 Service Desk staff
You're a Great Fit If You
- Have 3+ years in an MSP or IT services environment
- Have hands-on experience with a PSA tool (ConnectWise, Autotask, HaloPSA, etc.)
- Can context-switch between project delivery and reactive support without losing grip on either
- Know what a good SLA matrix looks like — and how to hold a team to it
- Are comfortable owning client communication at the project and escalation level
- Have led or supervised a small technical team
Nice to Have
- PMP, CAPM, or ITIL certification
- Experience building or refining MSP onboarding workflows
- Familiarity with hypercare or white-glove onboarding programs
This is a remote position.
Compensation
$45.00 - $65.00 per hour
Who We Are
Our mission is to measurably improve customer productivity and performance through the delivery of innovative, yet practical, technology and business process solutions. We do this through the application of industry best practices and continuous engagement with our customer.
Meet some of our customers:
- Export Import Bank of the United States (EXIM)
- Joint Base Andrews
- Naval Facilities Engineering Command (NAVFAC)
- Naval Supply Systems Command (NAVSUP)