Operations Manager
Reports To: Chief Executive Officer
Employment Type: Full-Time
Position Summary
Captain IT is seeking an organized, dependable, and people-focused Operations Manager to help oversee the company’s day-to-day operations.
This role works closely with the CEO and department leads to improve communication, maintain accountability, coordinate priorities, and ensure employees have the support and resources needed to serve our clients successfully.
The ideal candidate is a practical problem-solver who enjoys improving processes, developing employees, and helping a growing company operate more efficiently. This is a hands-on leadership position with the opportunity to make a meaningful impact across the organization.
Key ResponsibilitiesDaily Operations
- Coordinate day-to-day business operations.
- Help department leads establish priorities and meet deadlines.
- Identify operational challenges and help implement solutions.
- Improve communication and collaboration between teams.
- Ensure company policies, procedures, and service standards are followed.
- Lead regular operational and staff meetings.
- Provide operational updates and recommendations to the CEO.
Service and Client Operations
- Monitor service delivery, ticket backlogs, client escalations, and project progress.
- Support the coordination of client onboarding and offboarding.
- Help ensure client communications are timely and professional.
- Coordinate Quarterly Business Reviews and other client service activities.
- Work with technical leadership to improve documentation, workflows, and service quality.
- Assist with resolving operational or client-service issues.
Employee Support
- Assist with recruiting, employee onboarding, training, and offboarding.
- Help managers establish expectations and hold employees accountable.
- Coordinate performance reviews, coaching, and employee development.
- Support scheduling, PTO coordination, and personnel documentation.
- Promote a positive, professional, and team-oriented workplace.
- Escalate significant employee matters to the CEO when appropriate.
Sales and Marketing Coordination
- Help maintain accurate sales and marketing workflows.
- Monitor proposals, follow-up activities, agreements, and client handoffs.
- Coordinate communication between Sales, Service, and Projects.
- Support the execution of marketing campaigns, events, website updates, and social media activities.
- Track basic sales and marketing performance metrics.
This position supports sales and marketing operations but is not expected to personally close major sales opportunities or develop the company’s pricing strategy.
Vendor and Administrative Operations
- Coordinate purchasing, inventory, software renewals, and vendor relationships.
- Monitor recurring subscriptions and identify potential cost savings.
- Assist with hardware procurement, warranties, and returns.
- Oversee office, facility, fleet, equipment, and company asset needs.
- Maintain organized vendor and administrative documentation.
Process Improvement
- Develop and maintain Standard Operating Procedures.
- Improve workflows and eliminate unnecessary steps.
- Help automate repetitive administrative processes.
- Establish practical performance measurements and scorecards.
- Improve consistency, productivity, documentation, and client service.
QualificationsRequired
- Three or more years of experience in operations, office management, service management, or a similar leadership role.
- Experience supervising employees or coordinating multiple teams.
- Strong organizational and communication skills.
- Ability to manage multiple priorities and follow through on commitments.
- Good judgment, professionalism, and problem-solving ability.
- Experience improving processes and holding employees accountable.
- Comfortable working with reports, metrics, and business software.
Preferred but Not Required
- Experience with a Managed Services Provider or technology company.
- Familiarity with ConnectWise or similar business-management software.
- Experience with project coordination, client service, human resources, or vendor management.
- Bachelor’s degree in business, management, or a related field.
What Success Looks Like
A successful Operations Manager will:
- Improve communication and accountability across the company.
- Help employees understand priorities and expectations.
- Reduce operational bottlenecks and unresolved issues.
- Improve consistency in company processes and documentation.
- Support strong client service and timely communication.
- Help managers develop and support their teams.
- Provide the CEO with reliable visibility into company operations.
- Create an organized environment where employees can perform their best work.
Ideal Candidate
The ideal candidate does not need to be an expert in every department. We are looking for someone who can organize people and priorities, ask the right questions, follow up consistently, and help the company improve.
This position is well suited for someone who enjoys building structure, supporting employees, solving problems, and contributing to the continued growth of a small but established technology company.
Pay: $30.00 - $40.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Flexible schedule
- Paid time off
- Retirement plan
Work Location: In person
