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# Ops Lead PC and SD Manager

- **Company:** Norbeck Technologies Inc
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $93,600.0 - $135,200.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, SAP Sales and Distribution, Information Technology
- **Published:** June 2, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=3e2f7e61e7c058e5

## About the Role

Do you have experience in Windows?, * 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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