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# Ops Lead PC and SD Manager

- **Company:** Norbeck Technologies Inc
- **Location:** Clinton, MD, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** SAP Sales and Distribution, Information Technology
- **Published:** August 9, 2026
- **Apply:** https://www.wayup.com/i-j-Ops-Lead-PC-and-SD-Manager-Norbeck-Technologies-Inc-221118640627799/

## About the Role

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

## Description

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


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