MSP Operations Manager

Atlantic-IT.net; New Jersey; On-site; USD 90,000 - 130,000; Full time

Job summary

Atlantic-IT.net is seeking an experienced Operations Manager to strengthen operational performance across our managed services. You will oversee onboarding, service delivery, project coordination, renewals, reporting, quality assurance, and continuous improvement to support scalable growth and profitability.

The role requires onsite client visits, collaboration across service, projects, procurement, finance, sales, and client success, and a strong grasp of MSP operations, ITIL practices, and

Qualifications

• 5+ years in operations management or MSP services.
• Experience with MSP operations and service delivery workflows.
• Experience with PSA/ticketing platforms and dashboards.
• Strong communication with technical teams and clients.

Responsibilities

• Oversee lifecycle of managed services from onboarding to reporting.
• Improve processes to boost service quality and profitability.
• Monitor service delivery, ticket flow, and SLA performance.
• Conduct onsite client visits to review quality and adherence.
• Coordinate cross-functionally with service, projects, procurement, finance, sales.
• Provide reporting on workload, progress, profitability, risks.

Skills

MSP operations

Client lifecycle

Service delivery

Ticket lifecycle

SLAs

Escalations

Project coordination

Procurement

Quality assurance

Recurring services

Tools

PSA systems

Ticketing software

Documentation tools

Reporting dashboards

Workflow tools

Job description

Atlantic-IT.net is a growing managed IT services provider delivering IT support, cybersecurity, cloud, infrastructure, AI enablement, and strategic technology solutions to businesses across the region. We partner with organizations to improve operational efficiency, strengthen security, modernize technology environments, and help teams use technology more effectively to support business growth.

Role Overview

We are seeking an experienced Operations Manager to strengthen operational performance, improve service delivery, support scalable growth, and drive profitability across our managed services business. The Operations Manager will oversee the operational lifecycle of managed services, from client onboarding and service delivery through project coordination, renewals, reporting, quality assurance, and continuous improvement.

This role includes onsite client visits as needed to support quality assurance, review service delivery standards, validate client experience, and ensure operational processes are being followed consistently. This role requires a strong understanding of MSP operations, technical service delivery, business systems, process improvement, and profitability. The ideal candidate can work across service, projects, procurement, finance, sales, and client success to ensure work is completed efficiently, accurately, and in alignment with company goals.

Key Responsibilities

• Manage the operational lifecycle of managed services, including onboarding, service delivery, project coordination, renewals, reporting, quality assurance, and continuous improvement
• Improve business processes that support service quality, client experience, operational efficiency, and profitability
• Monitor service delivery performance, ticket flow, project status, recurring services, SLA performance, and operational metrics
• Conduct onsite client visits as needed to assess service quality, review client experience, validate documentation, and identify operational improvement opportunities
• Support quality assurance across service delivery, project execution, documentation, client communication, and recurring managed services
• Support cross-functional coordination between service, projects, procurement, finance, sales, client success, and leadership
• Ensure client agreements, licensing, assets, vendors, recurring services, and documentation are accurate and maintained
• Strengthen workflows related to ticket management, project handoffs, procurement, billing readiness, recurring maintenance, and client reporting
• Use PSA, ticketing, documentation, reporting, project management, and procurement systems to improve visibility and execution
• Identify opportunities to improve margin, increase workflow efficiency, strengthen service consistency, and improve execution quality
• Provide reporting and recommendations related to workload, service performance, project progress, profitability, risks, and process improvements

Required Experience

• 5+ years of experience in operations management, managed IT services, technical services, service delivery, or a similar service-based business
• Strong understanding of MSP operations, client lifecycle management, service delivery workflows, ticket lifecycle, SLAs, escalations, project coordination, procurement, quality assurance, and recurring managed services
• Experience improving processes across business operations, service delivery, project management, procurement, billing, or client success
• Experience working with MSP business systems, including PSA/ticketing platforms, documentation tools, reporting dashboards, and service workflows across cloud, networking, cybersecurity, and infrastructure environments
• Working knowledge of Microsoft 365, networking, cybersecurity tools, backup solutions, cloud services, infrastructure support, vendor management, and managed service agreements
• Ability to review operational data, identify trends, and recommend improvements
• Strong communication skills with technical teams, leadership, vendors, clients, and administrative teams, including the ability to conduct professional onsite client visits
• Strong organization, prioritization, follow-through, and problem‑solving skills

Preferred Experience

• Prior experience working in an MSP, technology services company, or professional services environment
• Experience supporting profitability analysis, margin improvement, utilization tracking, scope control, agreement review, or operational reporting
• Familiarity with ITIL, service management best practices, automation, reporting, AI enablement, or AI‑enabled operational tools

Success in This Role

• Success in this role means operations are more efficient, service delivery is more consistent, client lifecycle processes are stronger, and leadership has better visibility into performance, profitability, and growth opportunities.
• The Operations Manager helps ensure the company can scale while maintaining high standards for client experience, service delivery, documentation, quality assurance, accountability, and business performance.