Director of Operations, MSP
Location: Ellicott City, MD
Job Type: Full time
Company: K2 Staffing
Salary: $
Category: IT - Help Desk Support
Job Description Apply Now
Director of Operations, MSP
The Director of Operations, MSP position is a critical leadership opportunity within a premier Managed Services Provider. This role is designed for an experienced professional who is passionate about operational excellence and has a deep background in the MSP industry. The Director of Operations, MSP is responsible for overseeing all aspects of daily service delivery, workflow optimization, and team leadership. This role requires a strategic thinker with a proven ability to drive organizational performance and ensure a high standard of client satisfaction. As a key member of the executive team, the Director of Operations, MSP will collaborate closely with company leadership to shape and execute the firm’s growth strategy, while maintaining operational efficiency and productivity.
In this fast-paced environment, the Director of Operations, MSP will set the operational tone, foster a culture of accountability, and directly influence the quality of client services. The ideal candidate will have a strong track record in managed services, excellent management skills, and expertise with industry-standard tools and metrics. Working with a talented team of technical professionals, the Director of Operations, MSP will develop and implement scalable processes, ensuring the company remains agile and ready to support ongoing expansion. This full-time position offers a unique opportunity to make a significant impact at the heart of a dynamic IT services organization. Working in Ellicott City, MD, you will be part of a thriving business community known for its technological innovation and collaboration.
Director of Operations, MSP - Summary- Lead daily operational activities for a Managed Services Provider, ensuring team alignment and performance excellence.
- Drive the implementation of best practices in service delivery and internal workflow management.
- Oversee business metrics and reporting, working closely with leadership to enable business growth.
- Foster a culture of accountability, mentorship, and continuous improvement within the technical team.
- Manage day-to-day operational cadence, ensuring the team works efficiently and meets organizational standards.
- Oversee the end-to-end service lifecycle, ensuring proactive management of client environments and resolution of technical issues within established SLA guidelines.
- Audit, refine, and optimize managed services workflows, from ticketing systems to project management processes, implementing scalable standard operating procedures (SOPs).
- Define, track, and report on key performance indicators (KPIs), including technician utilization, ticket resolution rates, and client satisfaction (CSAT) metrics.
- Provide front-line leadership and mentorship to technical staff, building a high-performance culture while upholding company standards.
- Collaborate with business owners to translate long-term goals into actionable operational plans, ensuring the company’s infrastructure is prepared to scale effectively.
- Competitive salary commensurate with experience and industry standards.
- Full-time employment with comprehensive benefits package.
- Opportunities for professional development and career advancement within a growing MSP organization.
- Collaborative work environment in Ellicott City, MD, fostering innovation and teamwork.
- Minimum of 5+ years of experience in a Managed Services Provider environment.
- Previous experience in a Director-level or senior management role within an MSP setting.
- Expertise with PSA (Professional Services Automation) and RMM (Remote Monitoring and Management) platforms such as ConnectWise, Autotask, or NinjaOne.
- Strong understanding of MSP financials, including labor efficiency, service margins, and contract management.
- Proven ability to independently lead daily business operations.
- Excellent communication skills for managing client escalations and providing clear direction to technical teams.
- Experienced leader with a demonstrable record of operational excellence in the MSP industry.
- Strategic thinker with a hands-on approach to problem-solving and process improvement.
- Proficient in extracting and analyzing data from industry tools to drive decision-making.
- Committed to fostering team development and upholding high standards of accountability.
- Motivated by the challenge of scaling operations in a fast-growing IT services environment.
- The Director of Operations, MSP role is central to the success of the organization's service delivery and client satisfaction.
- Opportunities exist for professional growth and increased responsibility as the company expands.
- The company is committed to creating an inclusive, equitable workplace and is an equal opportunity employer.
- Apply now by clicking the job application button to join a leading Managed Services Provider and take your career to the next level.
Equal Opportunity Employer Statement: The company is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status.