Director of Operations
Location: Remote | Knoxville, TN
Employment Type: Full-Time
Logistics: Remote
Compensation: $90,000–$120,000 annually + Performance Bonus
MSP Experience Required
About the Role
We are seeking an experienced Director of Operations to help lead the next stage of growth for a rapidly scaling MSP. This is a hands-on leadership role focused on building scalable systems, strengthening service delivery, developing teams, and creating the operational structure needed to support significant company growth.
You’ll work closely with the founder and leadership team to improve execution, accountability, efficiency, and the overall customer experience.
Role Responsibilities
- Build and improve scalable operational systems and processes.
- Lead service delivery, including service coordination, dispatch, help desk operations, and escalations.
- Establish KPIs, reporting, documentation, and accountability systems.
- Build, coach, and develop a growing operations team.
- Own operational outcomes, timelines, and execution while effectively delegating responsibilities.
- Oversee quoting, procurement, and vendor management.
- Identify operational bottlenecks and implement long-term solutions.
- Improve cross-functional communication and execution.
- Partner with leadership on strategic growth initiatives.
- Develop repeatable processes that improve efficiency and customer experience.
- Take increasing ownership of operational performance and the operations P&L.
Required Experience & Qualifications
- MSP experience required.
- Experience leading operations within a high-growth organization.
- Proven experience building systems, processes, and organizational structure.
- Experience scaling teams and operations through periods of rapid growth.
- Strong project management, execution, and people leadership skills.
- Ability to balance strategic leadership with hands-on execution.
- Experience setting expectations, coaching teams, and driving accountability.
- Strong technical fluency with the ability to effectively lead IT service delivery and help desk operations.
- Comfortable working directly with founders and executive leadership.
Preferred Qualifications
- Leadership experience within an MSP or IT services organization.
- Experience scaling both revenue and headcount.
- Experience implementing operational frameworks, KPIs, and reporting systems.
- Strong business acumen across service delivery, operations, procurement, and financial performance.
- Familiarity with core IT and networking concepts, including VLANs and the OSI model.
Benefits
- Full medical coverage
- Dental and vision coverage
- Performance-based bonus
- Relocation reimbursement for candidates relocating to Knoxville
- Significant leadership and career growth opportunities