About the Role
bdManagedIT is looking for a decisive, hands-on Director of Operations, MSP Service Delivery to lead our operational engine. Based in Madison, Georgia, but operating as a fully remote team, we help businesses stay secure and supported through reliable IT service and trusted relationships. This pivotal leadership role is designed for a professional who understands the mechanics of Managed Service Provider (MSP) workflows and possesses the drive to create structure, improve accountability, and ensure the team consistently follows through on the right priorities.
As the Director of Operations, you will be the bridge between leadership vision and technical execution. You are not expected to be the primary technical fixer, but you must be close enough to the work to guide service priorities, identify bottlenecks, and hold team members accountable. The ideal candidate is an operational strategist who thrives on building repeatable systems, strengthening Service Level Agreements (SLAs), and maturing the service delivery department into a highly consistent and scalable unit.
Key ResponsibilitiesYour primary mission is to oversee the daily operational flow across service delivery, special projects, and internal technical priorities. You will ensure that every ticket and client commitment moves with clarity and precision.
- Service Delivery Leadership: Guide service priorities, ticket flows, and escalation paths to ensure seamless project handoffs and client satisfaction.
- Process Optimization: Identify service gaps and recurring blockers to develop robust SOPs, workflows, and documentation that reduce dependency on individuals.
- Performance Accountability: Lead and coach managers and technical leads, setting clear performance standards and addressing issues directly within a respectful, supportive culture.
- Operational Visibility: Create and monitor metrics for service quality, workload balance, and risk management to provide the leadership team with actionable insights.
- Systemic Problem Solving: Help the team identify whether issues stem from process gaps, training deficiencies, or technical hurdles, and implement system-level solutions.
- Strategic Alignment: Partner with company ownership to translate long-term business goals into measurable operational results and a consistent execution rhythm.
We are seeking a leader who balances technical literacy with high-level operational planning and human-centric leadership.
- MSP Expertise: Extensive experience in MSP service delivery or a high-volume IT services environment is essential for success in this role.
- Leadership Background: Proven track record of managing technical teams, department leads, or operations managers within a remote framework.
- Workflow Mastery: Deep understanding of ticket lifecycles, project management, escalation management, and MSP-specific KPIs.
- Communication Skills: Exceptional written and verbal communication skills with the ability to bridge the gap between executive leadership and technical staff.
- Strategic Execution: The ability to move a growing company from owner-dependent operations to structured, scalable systems.
- Educational Preference: A Bachelor’s degree is preferred; however, equivalent high-level experience in technical operations and leadership will be strongly considered.
- Personal Attributes: A calm, organized, and decisive style with a strong commitment to follow-through and a no-nonsense approach to problem-solving.
At bdManagedIT, we value clarity, trust, and the professional growth of our team members. We offer a collaborative environment where your work directly impacts the company's trajectory.
- Remote Work: Enjoy the flexibility of a 100% remote work arrangement with occasional travel for strategic planning.
- Comprehensive Healthcare: Competitive medical benefits package to support your well-being.
- Work-Life Balance: Generous Paid Time Off (PTO) and observed paid holidays.
- Culture of Excellence: Join a leadership team that values accountability, minimizes drama, and focuses on continuous improvement.
- Impactful Role: Significant autonomy to shape the service delivery standards and operational maturity of a growing organization.