Head of IT Operations & Service Delivery

TECHNOLOGY LAB, LLC; Nashville (TN); On-site; USD 150,000 - 230,000; Full time

Job summary

Technology Lab, LLC in Nashville, TN seeks a Vice President of Operations to lead day-to-day technical services and support delivery. You will oversee the Service Desk, Network Operations, Field Services, and procurement while driving efficiency and client satisfaction.

The role reports to the CEO and requires onsite presence at least 3 days a week, with a focus on process improvement, financial performance, and strategic operations leadership.

Qualifications

• Bachelor’s degree or higher in business, IT, or related field.
• 10+ years of IT operations experience, preferably in MSP/tech services.
• Proven leadership of large, diverse teams across technical and operational departments.
• Strong ITIL, service management, and MSP business model understanding.
• Knowledge of cloud services, networking, cybersecurity, and managed services.
• Excellent budgeting, forecasting, and cost-control skills.

Responsibilities

• Oversee daily operations ensuring delivery of managed services, tech support, project services, and procurement.
• Develop and implement operational policies aligning with company goals and industry best practices.
• Ensure SLAs and performance metrics are consistently met or exceeded.
• Optimize service delivery including resource allocation, workflows, and system enhancements.
• Lead and mentor department heads such as Help Desk Director and Project Managers.
• Foster a high-performance culture with accountability and professional development.
• Collaborate with HR on recruiting, onboarding, and retention of talent.
• Monitor service delivery quality, satisfaction, and metrics; drive improvements.
• Partner with executives to create and execute operational strategies.
• Identify opportunities for operational improvements and service expansion.
• Manage the operations budget and ensure cost-effective resources.
• Analyze financial performance metrics to guide decisions and mitigate risks.
• Evaluate technology solutions to streamline operations and support growth.
• Stay current with trends in cloud, cybersecurity, automation, and service platforms.
• Collaborate with VP IT to integrate new technologies and improve infrastructure.
• Manage relationships with vendors and ensure contractual and performance standards.
• Ensure compliance with industry regulations and internal policies.
• Work with IT leadership on risk management, BCDP and disaster recovery.

Skills

Leadership experience

ITIL framework

Service management

Financial management

Budgeting

MSP experience

Cloud services

Cybersecurity

Strategic thinking

Team mentorship

Education

Bachelor’s degree in business administration, Information Technology, or related field

MBA or equivalent preferred

Job description

Technology Lab, LLC in Nashville, TN seeks a Vice President of Operations to lead day-to-day technical services and support delivery. You will oversee the Service Desk, Network Operations, Field Services, and procurement while driving efficiency and client satisfaction.

The role reports to the CEO and requires onsite presence at least 3 days a week, with a focus on process improvement, financial performance, and strategic operations leadership.