Director of Operations with Managed Services Provider (MSP)

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

Job summary

ProSearch is seeking a Director of Operations with MSP leadership experience to build the operational engine for a growing IT services firm serving SMBs. Reporting to the CEO, you’ll establish scalable processes, governance, and service delivery standards across managed IT, cybersecurity, cloud, communications, and support.

This build-from-the-ground-up role is not a pure engineering leadership position; you’ll create structure, improve efficiency, and drive operational excellence to support

Qualifications

• 5+ years of leadership experience within a Managed Services Provider (MSP) organization.
• Demonstrated success building operational processes, governance, and business infrastructure.
• 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.

Responsibilities

• Build Operational Excellence: Develop, document, and standardize company-wide SOPs; create internal policies and playbooks; establish change management and communication standards; identify efficiency gains via automation and AI-driven processes; oversee core operational platforms with Technical Services.
• Drive Quality & Process Standards: Design QA processes for service delivery; create project completion standards and QA checklists; standardize onboarding and identity management; partner with Technical Services on documentation standards.
• Own Asset, Contract & Vendor Operations: Manage client assets, inventory, and configuration records; maintain contract repositories; coordinate contract approvals; collaborate with Finance on procurement and renewals.
• Support Business Growth: Evaluate new service offerings, manage pricing governance and service catalogs; build processes for sales handoffs, renewals, and customer success; support strategic tech planning and vCIO initiatives.
• Lead Cross-Functional Operations: Partner with CEO on strategy; develop dashboards, KPIs, and executive reporting; support onboarding/training/certification; coordinate with Technical Services to maintain standards without duplicating effort.

Skills

MSP leadership

ConnectWise PSA

Datto RMM

Process improvement

Documentation

Quality assurance

Operational reporting

Cross-functional leadership

Automation & AI

Project management

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. Reporting directly to the CEO, this highly visible leadership role is responsible for building scalable processes, operational systems, governance, and service delivery standards that support growth across managed IT, cybersecurity, cloud services, communications, and technical support.

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.