MSP Operations Architect - Build Scalable, Efficient Processes

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

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