MSP Operations Architect

ProSearch; Portsmouth (NH); Vor Ort; USD 125.000 - 145.000; Vollzeit

Zusammenfassung

ProSearch is seeking a Director of Operations with MSP leadership to guide the operational foundation of a growing IT services organization serving small and medium-sized businesses. You will build scalable processes, governance, and service delivery standards across managed IT, cybersecurity, cloud services, communications, and technical support.

This build-from-the-ground-up opportunity focuses on creating structure, improving efficiency, and driving operational excellence to support long-term

Qualifikationen

• 5+ years of leadership experience within an MSP.
• Experience building operational processes, governance, and infrastructure.
• Experience with ConnectWise PSA or Datto RMM.
• Strong background in process improvement and operational reporting.
• Ability to lead cross-functional initiatives and influence stakeholders.

Aufgaben

• Develop, document, and standardize SOPs across the company.
• Create and maintain internal policies, client docs, and playbooks.
• Establish change management and communication standards across the organization.
• Identify opportunities to improve efficiency through workflow automation and AI-driven processes.
• Oversee administration of core operational platforms in partnership with Technical Services.
• Design QA processes for service delivery, including ticket audits and billing accuracy.
• Create project completion standards and checklists for engineering teams.
• Standardize client onboarding, provisioning, and identity management.
• Partner with Technical Services to maintain documentation standards.
• Manage lifecycle of client assets, inventory, and configuration records.
• Maintain centralized contract repositories (MSAs, SOWs, vendor agreements, renewals).
• Coordinate contract approval workflows with executive leadership.
• Collaborate with Finance on vendor procurement, renewals, and contract management.
• Evaluate and operationalize new service offerings and tech solutions.
• Manage pricing governance, service catalogs, SKUs, and standards.
• Build operational processes for sales handoffs, renewals, growth, and customer success.
• Provide operational support for strategic technology planning and vCIO initiatives.
• Partner with CEO to drive operational strategy and continuous improvement.
• Develop dashboards, KPIs, service delivery metrics, and exec reporting.
• Support onboarding, offboarding, training, and certification tracking.
• Coordinate with Technical Services to ensure standards without duplicating responsibilities.

Kenntnisse

Leadership

Process improvement

Documentation

Quality assurance

Operational reporting

AI-driven automation

Tools

ConnectWise PSA

Datto RMM

Jobbeschreibung

ProSearch is seeking a Director of Operations with MSP leadership to guide the operational foundation of a growing IT services organization serving small and medium-sized businesses. You will build scalable processes, governance, and service delivery standards across managed IT, cybersecurity, cloud services, communications, and technical support.

This build-from-the-ground-up opportunity focuses on creating structure, improving efficiency, and driving operational excellence to support long-term