Job description
Client: MSP in Tampa, FL
Job: Operations Manager
Pay: $80K-$90K
Location: Hybrid remote - Must live in the Tampa, FL region
Education: Bachelor’s degree in information technology, Engineering, Security, Science, or related field
Experience:
- 10+ years of progressive experience in a Managed Services Provider, IT operations, or related fields, with at least 5 years in a leadership role
- Proven expertise in service delivery, IT asset management, security tooling, and quality assurance within a managed services or MSP environment
- Strong knowledge of ITIL, cybersecurity frameworks, and industry regulations
- Exceptional communication skills—verbal, written, and interpersonal—with the ability to tailor messaging to diverse audiences
- Demonstrated ability to lead, develop, and inspire technical and operational teams
- High attention to detail, analytical thinking, and a relentless drive for process improvement
- Sound judgment regarding client communications and sensitive information
- Self-starter with a proactive approach to problem-solving and decision-making
- Experience with vendor management, budgeting, and resource planning
Key Traits & Persona
- Highly communicative and transparent, yet discerning in client interactions
- Self-motivated, proactive, and results-oriented
- Detail-focused with a strong sense of ownership and accountability
- Passionate about continuous improvement and operational excellence
- Collaborative leader who empowers teams and builds trust across all levels of the organization
- Positive presence and friendly with internal/external contacts
Areas of Accountability:
· Service Delivery Oversight: Oversee the delivery of managed IT services alongside the Service Delivery Manager, ensuring all client SLAs and KPIs are consistently met or exceeded. Monitor service desk performance, incident response, and escalation processes to guarantee a world-class client experience.
· Engineering Leadership: Working with the Engineering Manager to oversee engineering teams responsible for infrastructure, cloud, and application support. Track and drive engineering-related statements of work for new/expanded client services.
· IT Asset Management: Direct the lifecycle management of all IT assets, including procurement, deployment, tracking, and decommissioning. Ensure compliance with licensing, regulatory, and security requirements.
· Security Services: Under the direction of the Head of Security Operations, oversee the daily operations of the Security Team, ensuring effective implementation and maintenance of cybersecurity controls, tools, and services across the MSSP client base. Collaborate with the Service Desk and Engineering Divisions to deliver integrated, managed security solutions. Allocate resources to support ongoing Risk & Compliance Division activities and audits.
· Quality Assurance: Work with the Quality Assurance Manager to develop and enforce quality assurance standards and processes. Regularly review operational metrics, conduct root cause analyses, and implement corrective actions to drive continual service improvement.
· Process & Policy Development: Design, document, and refine operational procedures and SOPs. Champion ITIL and industry best practices to optimize efficiency and consistency across all service areas leveraging Kaizen principles to drive service improvement and repeatable outcomes.
· Client Communication & Relationship Management: Serve as a primary Operations/Delivery point of contact for clients, ensuring clear, timely, and appropriate communication. Exercise sound judgment in determining what information to share, balancing transparency with discretion.
· Team Leadership & Development: Build, mentor, and motivate high-performing cross-functional teams. Foster a culture of accountability, collaboration, and continuous learning.
· Strategic Planning & Reporting: Collaborate with executive leadership to set operational goals, budgets, and long term strategies. Provide regular reporting on performance, risks, and improvement initiatives.
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
