Operations Manager
Location: Wallingford, CT
Employment Type: Full-Time
Logistics: Hybrid – 2–3 days in office
Compensation: $100,000–$120,000 annually
MSP Experience Required
About the Role
We are seeking an experienced Operations Manager to lead the Professional Services function while remaining hands-on with complex client projects. This is a senior leadership role combining technical engineering, project delivery, team management, operational performance, and client engagement.
Approximately 50% of the role will focus on leading strategic technical projects, with the remaining 50% focused on managing and improving the Professional Services operation.
Role Responsibilities
- Lead complex Microsoft 365, Entra, server, networking, firewall, cloud, virtualization, and infrastructure projects.
- Own solution design and architecture for strategic client engagements.
- Lead and develop Professional Services engineers and project coordination resources.
- Oversee project planning, delivery, resource allocation, capacity, and scheduling.
- Own project utilization, billable-hour targets, budgets, margins, and delivery performance.
- Lead technical discovery, project scoping, estimation, and SOW development.
- Serve as the senior technical escalation point for Professional Services.
- Partner with Sales and client strategy teams on complex opportunities and pre-sales engagements.
- Establish and maintain project delivery processes, documentation, and quality standards.
- Track and report key metrics, including utilization, project margin, delivery timelines, backlog, scope performance, and client satisfaction.
- Drive continuous improvement across processes, tooling, templates, and team development.
Required Experience & Qualifications
- Significant senior engineering experience within an MSP or IT consulting environment.
- Prior technical team leadership or management experience.
- Strong technical knowledge of Microsoft 365, Entra ID, Windows Server, networking, firewalls, virtualization, and cloud/hybrid infrastructure.
- Experience leading complex client projects from discovery and scoping through implementation and close.
- Experience creating estimates and Statements of Work (SOWs).
- Strong understanding of project budgets, margins, utilization, and scope management.
- Experience with PSA and RMM platforms such as ConnectWise and N-Central or equivalent.
- Strong client-facing, leadership, and communication skills.
- Ability to translate complex technical concepts into clear business language.
Preferred Qualifications
- Relevant Microsoft, networking, security, or cloud certifications.
- Experience leading Professional Services within an MSP.
- Technical pre-sales and solution architecture experience.
- Experience building and improving Professional Services processes and operating standards.
- Experience reporting operational and financial performance to senior leadership.