MSP/MSSP Operations Manager Jobs

MSP/MSSP Operations Manager Looking for a MSP/MSSP Operations Manager for a small but fast growing cybersecurity and IT services firm. We deliver tailored solutions across three core lines of business: IT Services, Cybersecurity, and Compliance. Our clients range from small and mid sized businesses to regulated and enterprise environments. We are known for operational rigor, clear communication, and trusted client partnerships. As we continue to scale, we are building leadership that can provide structure today while shaping where the company goes next. Role: Seeking an experienced MSP/MSSP Operations Manager to provide operational leadership and strategic direction across our managed services and security services business. This role is responsible for overseeing day to day service delivery while also helping define how our IT, cybersecurity, and compliance offerings evolve as the company grows. This position requires prior leadership experience within an MSP and or MSSP environment, a strong understanding of regulated service delivery, and the ability to align people, process, and technology with business objectives. The Operations Manager will work closely with executive leadership to ensure consistent, scalable, and high quality service delivery across all lines of business. Key Responsibilities: Operational Leadership: Lead and oversee daily MSP and MSSP operations including service desk performance, escalation management, and SLA adherence. Standard Operating Procedures: Establish, document, and continuously improve standard operating procedures for IT services, cybersecurity operations, and compliance support. Service Delivery: Ensure service delivery aligns with contractual obligations, regulatory requirements, and internal quality standards. Reporting: Track operational KPIs and service metrics, preparing reports that support executive level decision making and long term planning. Strategic Input: Provide strategic input on capacity planning, service scalability, and operational maturity as the company grows. Strategic Alignment Across Lines of Business: Operational Oversight: Provide operational oversight and coordination across IT Services, Cybersecurity, and Compliance offerings. Business Strategy: Partner with executive leadership to translate business strategy into executable operational plans. Consistency: Ensure consistency in service delivery models, tooling, and customer experience across all service lines. Gaps and Improvements: Identify gaps, risks, and improvement opportunities related to service delivery, compliance posture, and operational resilience. Client Success and Communication: Escalation Point: Act as an escalation point for key client issues and service challenges. Service Reviews: Participate in service reviews and operational discussions with clients as needed. Alignment: Collaborate with account management and compliance teams to align service delivery with client goals and regulatory obligations. Documentation: Review and contribute to client facing documentation including onboarding materials, service plans, and compliance related deliverables. Team Leadership and Development: Leadership: Lead, mentor, and hold accountable technical and operational staff across MSP and MSSP functions. Hiring and Training: Support hiring, onboarding, training, and professional development for service delivery roles. Culture: Foster a culture of accountability, continuous improvement, and operational discipline. Process Optimization and Tooling: Optimization: Own and optimize PSA, RMM, and security operations workflows. Automation: Identify opportunities for automation, standardization, and efficiency improvements. Vendor Management: Support vendor management, tool selection, and procurement planning in alignment with operational and compliance requirements. Qualifications Required: Proven leadership experience in an MSP and or MSSP environment. Demonstrated ability to manage and scale IT services and security operations. Strong working knowledge of IT infrastructure, cybersecurity operations, and compliance frameworks such as NIST, CMMC, ISO, or similar. Experience providing operational and strategic direction across multiple service lines. Excellent communication and leadership skills with the ability to bridge technical, operational, and business needs. Preferred: Certified CMMC Professional (CCP) certification. Experience supporting regulated or compliance driven environments. Background in building or maturing operational processes within a growing services organization.