Ops Lead PC and SD Manager

We’re looking for a sharp, process-driven Operations Lead to own the full client lifecycle - from signed order to a successful go-live - while keeping the service desk running clean, fast, and within SLA. You’ll sit at the intersection of project delivery and day-to-day support, managing both a Project Coordinator and a Service Desk team. This role is built for someone who thrives on structure, loves closing loops, and knows how to keep multiple moving parts - projects, tickets, clients, and people - from falling through the cracks. What You’ll Own End-to-end project delivery oversight: order * kickoff * milestones * go-live Hypercare program management - scheduling, tracking, and closing hypercare windows Service desk operations: SLA adherence, ticket queue health, and team performance Process documentation, improvement, and enforcement across both functions PSA platform hygiene - projects, tickets, and records stay accurate and up to date Direct management of the Project Coordinator and L1/L2 Service Desk staff

Have 3+ years in an MSP or IT services environment Have hands-on experience with a PSA tool (ConnectWise, Autotask, HaloPSA, etc.) Can context-switch between project delivery and reactive support without losing grip on either Know what a good SLA matrix looks like - and how to hold a team to it Are comfortable owning client communication at the project and escalation level Have led or supervised a small technical team Nice to Have PMP, CAPM, or ITIL certification Experience building or refining MSP onboarding workflows Familiarity with hypercare or white-glove onboarding programs