Ops Lead PC and SD Manager

Job Title: MSP Operations Lead – Project Coordination & Service Desk Manager


Job Type: Part-Time (will grow too Full-Time)


About the Role


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

You're a Great Fit If You

• 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

This is a remote position.