Director of Operations

ProSearch; Portsmouth (NH); On-site; USD 125,000 - 145,000; Full time

Job summary

ProSearch in Portsmouth, NH is seeking a Director of Operations to build and lead the operational engine for a growing IT services MSP. You will establish scalable processes, governance, and dashboards to support long-term growth, blending hands-on execution with strategic planning.

You will drive operational excellence across asset, vendor, contract, and service delivery operations, partnering with executive leadership to scale the business and deliver exceptional client service.

Qualifications

• 5+ years of leadership within an MSP
• Experience building operational processes, governance and infrastructure
• Experience with MSP platforms such as ConnectWise PSA or Datto RMM
• Strong skills in process improvement, documentation, quality assurance, and reporting
• Proven ability to lead cross-functional initiatives and influence stakeholders
• Experience implementing workflow automation and AI for efficiency
• Excellent organizational, communication, and project management skills

Responsibilities

• Develop, document, and standardize SOPs across the organization
• Create and maintain internal policies, client documentation standards, and playbooks
• Establish change management and communication standards
• Oversee administration of MSP platforms with Technical Services
• Design QA processes for service delivery and billable accuracy
• Standardize onboarding, provisioning, and identity management
• Manage asset lifecycle, contracts, and vendor operations
• Support pricing governance, service catalogs, and sales handoffs
• Partner with CEO on operational strategy and dashboards

Skills

Leadership

MSP experience

Process improvement

Governance

Operational reporting

AI workflow

Cross-functional collaboration

Tools

ConnectWise PSA

Datto RMM

Job description

Director of Operations professionals with Managed Services Provider (MSP) experience are invited to lead the operational foundation of a growing IT services organization serving small and medium-sized businesses..

This is a build-from-the-ground-up opportunity for someone who enjoys creating structure, improving efficiency, and driving operational excellence. You'll establish scalable processes, implement quality standards, oversee business systems, and develop the operational infrastructure that supports long-term growth.

Please Note: This is not a technical engineering leadership role, help desk management position, or finance role. Instead, you'll serve as the operational leader responsible for building the systems, workflows, and governance that keep the business running efficiently.

What You’ll Do

Build Operational Excellence

• Develop, document, and standardize company-wide operating procedures (SOPs)
• Create and maintain internal policies, client documentation standards, and operational playbooks
• Establish change management processes and communication standards across the organization
• Identify opportunities to improve efficiency through workflow automation and AI-driven operational processes
• Oversee administration of core operational platforms, including ConnectWise PSA, Datto RMM, and documentation systems, in partnership with Technical Services

Drive Quality & Process Standards

• Design and implement quality assurance processes for service delivery, including ticket audits and billable accuracy reviews
• Create project completion standards and quality checklists for engineering teams
• Standardize client onboarding, user provisioning, and identity management processes
• Partner with Technical Services to establish and maintain documentation standards

Own Asset, Contract & Vendor Operations

• Manage the lifecycle of client assets, inventory, and configuration records
• Maintain centralized contract repositories, including MSAs, SOWs, vendor agreements, and renewal schedules
• Coordinate contract approval workflows while partnering with executive leadership
• Collaborate with Finance on vendor procurement, purchasing, renewals, and contract management

Support Business Growth

• Evaluate and operationalize new service offerings and technology solutions
• Manage pricing governance, service catalogs, SKUs, and operational standards
• Build operational processes supporting sales handoffs, renewals, account growth, and customer success initiatives
• Provide operational support for strategic technology planning and vCIO initiatives

Lead Cross-Functional Operations

• Partner directly with the CEO to drive operational strategy and continuous improvement initiatives
• Develop operational dashboards, KPIs, service delivery metrics, and executive reporting
• Support employee onboarding, offboarding, training, and certification tracking
• Coordinate closely with Technical Services to ensure consistent standards while avoiding duplication of technical responsibilities

Required Qualifications

• 5+ years of leadership experience within a Managed Services Provider (MSP) organization, with responsibility for Operations, Service Delivery, PMO, or Business Operations
• Demonstrated success building operational processes, governance, and business infrastructure (not simply maintaining existing operations)
• Experience with ConnectWise PSA, Datto RMM, or similar MSP platforms
• Strong background in process improvement, documentation, quality assurance, and operational reporting
• Proven ability to lead cross-functional initiatives and influence stakeholders at all levels
• Experience implementing workflow automation and leveraging AI to improve operational efficiency
• Excellent organizational, communication, and project management skills
• Comfortable balancing strategic planning with hands-on execution in a growing organization

Preferred Qualifications

• Experience with contract lifecycle management and vendor operations
• Familiarity with sales operations, service operations, and customer lifecycle processes
• Experience building dashboards, KPIs, and operational reporting frameworks
• Background in change management and organizational process transformation

Why Join?

This is an opportunity to make a lasting impact by building the operational engine behind a growing technology business. You'll work directly with executive leadership to define how the company scales, improve operational maturity, and create the processes that enable exceptional client service.

Compensation:

$125 - 145k / annually

Salary Disclaimer

The salary range for this role reflects the minimum and maximum compensation for the role. Offers are typically made between the range minimum and the range midpoint. Actual compensation will be determined based on job-related skills, experience, and expertise, as evaluated during the interview process. Compensation may also vary based on where a role is performed.