Position Type: Full Time – Permanent
Location: Ellicott City, MD
Job Overview
We are seeking an accomplished
Director/Manager of IT Operations with deep experience in the
Managed Service Provider (MSP) industry and strong expertise in
Windows Server, Microsoft 365, and endpoint management. This leader will oversee all service delivery functions, drive operational excellence, lead cross-functional technical teams, and ensure our clients receive world-class support. The ideal candidate will bring a mix of strategic vision, hands-on technical depth, and strong people leadership skills.
Key Responsibilities
Strategic Leadership & Operations
- Serve as the executive owner of all service delivery operations across the MSP environment.
- Develop and execute IT operational strategies aligned with organizational and client goals.
- Oversee Help Desk, NOC, escalation engineering, project delivery, and customer success functions.
- Drive performance against SLAs, KPIs, and service quality metrics.
- Lead departmental budgeting, resource allocation, vendor partnerships, and workforce planning.
Service Delivery & Technical Leadership
- Ensure smooth operations of all production environments, including Windows servers, Active Directory, Azure AD, M365, virtualization, and network infrastructure.
- Lead escalations for high-impact technical issues and major incident response.
- Oversee Change Management, Problem Management, and ITIL-aligned service processes.
- Maintain high standards of documentation, architecture governance, and compliance.
- Champion process automation, standardization, and system improvements across the MSP stack.
Team Leadership
- Lead, mentor, and grow teams of technicians, engineers, team leads, and service managers.
- Build career development plans, conduct performance reviews, and foster a culture of accountability, customer focus, and continuous improvement.
- Oversee scheduling, workforce design, and multi-client workload distribution.
Client Management & Stakeholder Collaboration
- Act as a senior technical and operational advisor for key client accounts.
- Partner with Product, Engineering, and Leadership teams to enhance tools, systems, and service offerings.
- Translate business requirements into scalable technical and operational solutions.
- Provide executive-level reporting on service performance, trends, risks, and improvement recommendations.
Tools, Systems & Process Ownership
- Own service delivery platforms including Zendesk, Jira, RMM/PSA tools, monitoring systems, and documentation repositories.
- Oversee ongoing system maintenance, enhancements, and quality of integrated tools.
- Ensure accurate time tracking and reporting across teams.
Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Business, or related field.
- 7+ years of experience in MSP environments, including multi-client service delivery.
- 5+ years of leadership experience, with at least 2+ years managing managers or senior technical teams.
- Strong expertise in Windows Server, Active Directory, Azure AD, M365, Intune, DNS/DHCP, GPOs, and general Microsoft ecosystem technologies.
- Proven experience managing large technical teams in fast-paced, SLA-driven environments.
- Strong understanding of ITIL, incident management, and operational governance.
- Excellent communication, executive reporting, and client-facing skills.
- Ability to manage multiple complex projects and competing priorities.
Preferred Qualifications
- Experience with Jira, Zendesk, ConnectWise, Autotask, or similar PSA/RMM platforms.
- Background in IT performance management, network administration, and systems security.
- Experience leading consulting engagements and enterprise-level client relationships.
- Certifications such as ITIL, MCSE, AZ-104, Security+, or PMP are a plus.
