Ops Lead PC and SD Manager

Job Title: MSP Operations Lead – Project Coordination & Service Desk ManagerJob Type: Part-Time (will grow too Full-Time)About The RoleWe'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 OwnEnd-to-end project delivery oversight: order → kickoff → milestones → go-liveHypercare program management — scheduling, tracking, and closing hypercare windowsService desk operations: SLA adherence, ticket queue health, and team performanceProcess documentation, improvement, and enforcement across both functionsPSA platform hygiene — projects, tickets, and records stay accurate and up to dateDirect management of the Project Coordinator and L1/L2 Service Desk staffYou're a Great Fit If YouHave 3+ years in an MSP or IT services environmentHave hands-on experience with a PSA tool (ConnectWise, Autotask, HaloPSA, etc.)Can context-switch between project delivery and reactive support without losing grip on eitherKnow what a good SLA matrix looks like — and how to hold a team to itAre comfortable owning client communication at the project and escalation levelHave led or supervised a small technical teamNice to HavePMP, CAPM, or ITIL certificationExperience building or refining MSP onboarding workflowsFamiliarity with hypercare or white-glove onboarding programsThis is a remote position.