VP of Operations: MSP Service Excellence

Technology Lab; Nashville (TN); On-site; USD 180,000 - 230,000; Full time

Job summary

Technology Lab is seeking a Vice President of Operations to lead day-to-day IT services and support delivery for clients in a fast-paced MSP environment. You will oversee Service Desk, Network Operations, Field Services, Procurement, and Projects, driving efficiency, quality, and client satisfaction.

You will champion ITIL-aligned processes, mentor department heads, and partner with HR and executive teams to optimize talent, costs, and service outcomes.

Qualifications

• Bachelor’s degree in business administration, Information Technology, or related field (MBA or equivalent preferred).
• 10+ years of experience in IT operations, preferably within an MSP or technology service provider.
• Proven leadership experience managing large, diverse teams across technical and operational departments.
• In-depth understanding of ITIL framework, service management, and MSP business models.
• Strong knowledge of cloud services, network infrastructure, cybersecurity, and managed services.
• Excellent financial management skills, with experience in budgeting, forecasting, and operational cost control.

Responsibilities

• Oversee daily operations for managed services, technical support, project services, and procurement.
• Develop and implement operational policies and procedures aligned with company goals and best practices.
• Ensure SLAs and performance metrics are consistently met or exceeded.
• Optimize the service delivery model for efficiency including resource allocation and workflow improvements.
• Lead and mentor department heads such as the Help Desk Director, Project Managers, Network and Systems Engineers.
• Foster a high-performance culture, encouraging accountability, training, and professional development.
• Collaborate with HR on recruiting, onboarding, and retaining top talent.
• Monitor service delivery quality and operational metrics to drive improvements.
• Partner with executive leadership to align operational strategies with business objectives.
• Identify opportunities for improvements and service expansion to increase efficiency and client satisfaction.
• Manage the operations budget and analyze financial performance metrics.

Skills

Strategic thinking

Leadership

Analytical skills

Problem solving

Customer focus

Financial management

Education

Bachelor’s degree in business administration or IT

MBA or equivalent preferred

Tools

ITIL framework

Job description

Technology Lab is seeking a Vice President of Operations to lead day-to-day IT services and support delivery for clients in a fast-paced MSP environment. You will oversee Service Desk, Network Operations, Field Services, Procurement, and Projects, driving efficiency, quality, and client satisfaction.

You will champion ITIL-aligned processes, mentor department heads, and partner with HR and executive teams to optimize talent, costs, and service outcomes.