[Remote] Director of Operations, MSP Service Delivery

Note: The job is a remote job and is open to candidates in USA. bdManagedIT is a Managed IT Services Provider based in Madison, Georgia, seeking a Director of Operations, MSP Service Delivery. This role is responsible for leading the operational engine of the company, creating structure, improving accountability, and ensuring effective service delivery.

Responsibilities

• Oversee daily operational flow across service delivery, projects, and internal priorities
• Help ensure tickets, projects, client commitments, and team responsibilities move with clarity and follow-through
• Guide service priorities, ticket flow, 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 quality, 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 better operational decisions
• Participate in technical discussions when needed to clarify ownership, urgency, client impact, and next steps
• Help the team 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
• Keep tickets, projects, and technical decisions from drifting without clear ownership or follow-through
• Lead, coach, and support managers, team leads, and technical team members
• Create clarity around roles, expectations, priorities, and performance standards
• Hold teams accountable to commitments, timelines, documentation, and client 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 align operations with business goals
• Turn leadership vision into clear execution, priorities, and measurable results
• Take company goals, turn them into clear priorities, assign ownership, remove roadblocks, and make sure the team follows through
• Support strong communication and coordination across departments
• Help the company scale with more structure, consistency, accountability, and operational rhythm

Skills

• Hands-on background as an IT engineer, systems administrator, MSP technician, or technical lead, with subsequent experience moving into operations, service delivery leadership, or team management
• Strong working knowledge of MSP service delivery, including ticket flow, escalation paths, project handoffs, and the technical realities of supporting client environments
• Enough technical depth to challenge priorities, identify root 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 cadence
• Strong written and verbal communication skills, with the ability to communicate clearly with leadership, technical teams, and clients
• Strong follow-through, accountability, and problem-solving skills
• Calm, 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 move from owner-dependent operations to scalable systems and stronger team accountability

Benefits

• Medical benefits
• Paid Time Off
• Paid holidays
• Supportive leadership culture focused on accountability, clarity, and continuous improvement
• Additional benefits and details will be discussed during the interview process.

Company Overview