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.