Location
Charlotte, NC preferred; U.S.-based hybrid or remote candidates considered with required Charlotte attendance
Hours
Monday through Friday, with flexibility for customer, project, and critical incident requirements
Position summary
The Director of Operations is a senior executive leadership position responsible for the strategic direction, operational management, financial performance, and continued development of Corporate Information Technologies' managed IT, cybersecurity, and compliance services organization.
Reporting directly to the President, the Director maintains comprehensive accountability for technical service delivery, engineering, security operations, project execution, personnel management, and customer satisfaction. This position establishes departmental objectives, financial and operational performance standards, and the management processes necessary to maintain consistent, profitable, and accountable service delivery.
The Director provides leadership and operational oversight of the company's security-focused managed services and compliance services practices, including services aligned with the CIS Controls, NIST SP 800-171, and CMMC requirements. This responsibility requires demonstrated experience managing technical service organizations operating under established cybersecurity frameworks, contractual security requirements, and formal compliance obligations.
As a member of the Executive Leadership Team, the Director contributes to corporate strategy, organizational development, service portfolio maturity, and continuous operational improvement. The position requires substantial MSP leadership experience, strong technical and financial judgment, effective customer and situational management skills, and a demonstrated ability to develop personnel and improve organizational performance through measurable outcomes.
Key Responsibilities
- Direct all service delivery operations, including managed IT, cybersecurity, and compliance services.
- Establish and maintain departmental operating plans, staffing requirements, budgets, profitability objectives, utilization targets, and service delivery KPIs; maintain accountability for departmental results.
- Participate in executive planning, cross-functional coordination, organizational change, and development of technical service capabilities.
- Lead recurring customer operational and project meetings, including structured status reviews, risk discussions, commitments, and documented follow-up actions.
- Personally manage significant infrastructure, cybersecurity, migration, and modernization projects, including scope, schedules, budgets, deliverables, and customer expectations.
- Perform tactical project scheduling, tracking, documentation, and both internal and external communications.
- Serve as the senior operational escalation point for critical customer issues; direct incident response resources, priorities, recovery coordination, and executive communications.
- Maintain operational ownership of ConnectWise PSA, RMM, documentation, project management, and security operations platforms; establish workflows, reporting requirements, and administrative accountability.
- Direct technical standards, service management procedures, change management, documentation quality, and operational process improvements.
- Direct the operation and continuous improvement of CIS Controls-aligned managed services and CMMC/NIST SP 800-171 compliance services; maintain assigned internal technology and CMMC operational accountability in coordination with the CISO.
- Manage departmental personnel through defined objectives, performance reviews, training, mentoring, and professional development, while fostering and sustaining the department's established culture of coaching and mentorship.
- Participate in recruiting, interviewing, selecting, and onboarding departmental personnel based on approved staffing requirements.
- Conduct recurring management reviews of service quality, customer concerns, backlogs, operational risks, project margins, and corrective actions; analyze findings and implement necessary improvements.
Technology experience
Knowledge and experience required
- Minimum 10 years of progressive professional experience in information technology, technical services, or technical operations.
- Minimum three (3) years managing departmental personnel and technical service delivery operations within a Managed Service Provider (MSP) environment.
- Demonstrated experience as an MSP operations director, service delivery director, or comparable senior technical operations leader.
- Experience owning departmental budgets, utilization, project margins, financial reporting, and measurable operational performance.
- Experience directing multidisciplinary teams across service desk, engineering, systems administration, security operations, and project delivery.
- Direct experience conducting recurring customer project meetings and managing critical technical escalations with executive stakeholders, including delivery of cybersecurity-focused managed services.
- Strong knowledge of Microsoft infrastructure, networking, virtualization, endpoint management, cybersecurity, backup, and recovery, including direct operational leadership of departmental personnel supporting complex Microsoft Azure environments.
- Direct experience administering or managing ConnectWise PSA, including service boards, workflows, resource management, and operational reporting; direct experience with at least one major RMM platform.
- Bachelor's degree in information technology, engineering, business, or a related discipline, or equivalent professional experience.
Knowledge and experience desired
- ITIL certification and demonstrated application of IT service management practices.
- Project Management Professional (PMP), Certified Associate in Project Management (CAPM), Lean Six Sigma Green Belt, or comparable project management or process improvement certification, with demonstrated experience delivering complex projects and improving operational performance.
- ISO/IEC 20000-1 or ISO/IEC 27001 training, audit, implementation, or professional certification.
- Experience operating cybersecurity-focused managed services and compliance services practices in regulated environments, including CIS Controls, CMMC, or NIST SP 800-171.
- CMMC Registered Practitioner (RP) credential or higher-level CMMC professional certification.
- Relevant Microsoft, virtualization, networking, or cybersecurity professional certifications.
- Demonstrated results implementing measurable process improvement, automation, team development, and organizational change.
Essential duties
- Service Delivery, Technical Operations, and Customer Escalations – 30%
- Project Delivery and Customer Project Management – 20%
- Departmental Personnel Leadership and Professional Development – 15%
- Financial Management, Budgeting, and Reporting – 15%
- Service Platforms, Process Improvement, and Technical Standards – 10%
- Executive Leadership and Security/Compliance Practice Oversight - 10%
Minimum annual measurements of accountability
- Develop departmental operating budgets for approval; maintain monthly financial reporting and recurring forecasts, including utilization, service costs, and project margin performance.
- Establish documented operational KPIs and performance targets; review service quality, backlogs, resource capacity, and corrective actions at least monthly.
- Ensure defined escalation ownership, timely customer communications, and documented resolution or corrective actions for 100% of designated critical service incidents.
- Conduct and document recurring customer operational and project meetings according to established engagement schedules, maintaining accountability for commitments, assigned responsibilities, risks, and follow-up actions.
- Maintain approved project scope, schedules, budgets, resource assignments, risk tracking, and status reporting for 100% of directly managed projects, ensuring accountability for project execution and deliverables.
- Complete documented performance and development reviews for all assigned departmental personnel within established company evaluation cycles; maintain ongoing coaching, mentoring, and professional development activities to sustain the department's established culture of coaching and mentorship.
- Maintain current service procedures, assigned technical standards, and platform ownership records; review, revise as necessary, sign, implement, and enforce assigned policies and procedures within established review cycles; and document implemented process improvements and measurable outcomes.
- Complete a minimum of 40 hours of relevant annual professional development in technical operations, project management, cybersecurity, or executive leadership.
Minimum requirements / working conditions
- U.S. citizenship required.
- Ability to communicate clearly with departmental personnel, customer executives, and internal leadership.
- Ability to manage competing priorities, time-sensitive customer incidents, and operational decisions outside routine business hours when required.
- Charlotte office-based work preferred; U.S.-based hybrid or remote arrangements considered, with in-person attendance required for designated executive leadership meetings.
- Occasional travel for customer engagements, conferences, and professional training.
- Ability to comply with company information security, personnel security, and CMMC system access requirements applicable to assigned duties.
Special notes to applicants
- Please submit a cover letter. Application materials will be evaluated for written communication, management experience, technical competency, and professional accomplishments.
- Describe your experience leading an MSP service organization, including the scale and complexity of the organization, departmental personnel directly managed, financial authority, service delivery responsibilities, customer engagement, and project accountability.
- Describe your experience with ConnectWise PSA, RMM platforms, and Microsoft Azure, including how you have used these technologies to manage service operations. Explain how your experience prepares you to lead an established managed IT, cybersecurity, and compliance services organization.
- Describe a significant operational challenge you encountered, the decisions you made, and the measurable results achieved. Include sufficient technical and organizational detail to demonstrate your personal responsibility for the outcome.
- Application screening responses should be supported by the duties, responsibilities, and accomplishments documented in your employment history.
Interested in this role?
You apply on the company’s site.
.svg)
.svg)
