Internal Roles and Responsibilities
Role Purpose
The IT Operations Manager is responsible for the overall coordination, oversight, and continuous improvement of service delivery across the MSP organization. This role ensures that service desk operations, technical teams, cabling resources, and operational processes are aligned, efficient, and delivering a high-quality client experience across all supported regions, with primary focus on Cleveland, Columbus, and Cincinnati.
This position plays a key leadership role in maintaining operational consistency, improving service performance, supporting team development, and ensuring client issues are resolved effectively and professionally.
Core Areas of Responsibility
1. Service Delivery Oversight
- Oversee day-to-day service delivery across managed clients and internal operational teams.
- Ensure ticket flow, dispatching, escalations, and service execution are functioning efficiently.
- Monitor SLA performance, response times, resolution times, and backlog trends.
- Step in on major service issues, outages, or client-impacting incidents to ensure proper coordination and follow-through.
- Maintain consistency in service standards across all markets and operational teams.
2. Team Leadership and Accountability
- Provide direct leadership to service desk leadership, project engineering supervisors, cabling leadership, IT admin resources, and project coordinators.
- Hold team leaders and staff accountable to service expectations, productivity standards, communication requirements, and documentation standards.
- Conduct regular check-ins, coaching, and performance conversations with direct reports.
- Support employee growth through training, mentorship, and development planning.
- Assist with staffing alignment, workload balancing, and resource planning across teams and locations.
3. Operational Process Ownership
- Own and improve the operational processes that drive service delivery across the business.
- Ensure incident management, escalation management, change management, problem management, dispatching, and service coordination processes are clearly defined and followed.
- Establish consistency around documentation, ticket hygiene, internal communication, and knowledge management.
- Identify inefficiencies or breakdowns in workflows and drive corrective action.
- Help create scalable processes that support growth and operational maturity.
4. Client Experience and Escalation Management
- Serve as a senior operational escalation point for service-related client concerns.
- Work closely with leadership and client-facing teams to address service issues, communication gaps, and recurring concerns.
- Participate in client meetings, service reviews, and internal planning discussions when operational input is needed.
- Ensure clients receive timely and professional communication during service disruptions, high-priority issues, and major changes.
- Help maintain a service culture focused on responsiveness, ownership, and client satisfaction.
5. Performance Management and Reporting
- Track and review operational KPIs across the service organization.
- Monitor key performance areas including:
- SLA compliance
- First response time
- Ticket resolution time
- Mean time to resolution
- Ticket backlog
- Escalation volume
- Technician utilization
- Customer satisfaction
- Provide visibility to leadership on team performance, risks, bottlenecks, and improvement opportunities.
- Use reporting and trend analysis to guide staffing decisions, process improvements, and operational priorities.
6. Technology and Service Operations Coordination
- Maintain operational oversight of the teams supporting core technologies and services, including:
- Microsoft 365 and cloud services
- Endpoint management and security
- Network infrastructure
- Backup and disaster recovery
- Field services
- Low-voltage cabling and related deployments
- Partner with technical leadership to ensure service readiness, supportability, and operational consistency.
- Evaluate tools, automations, and workflows that can improve efficiency and reduce manual effort.
- Support smooth coordination between support, project, cabling, and onboarding functions.
7. Continuous Improvement
- Identify recurring issues, service trends, and operational pain points and turn them into improvement initiatives.
- Drive better workflow efficiency, stronger accountability, and greater standardization across teams.
- Reduce reactive work by promoting preventative action, process discipline, and better documentation.
- Collaborate with leadership on operational strategy, scalability, and service delivery improvements.
- Help build an organization that can grow while maintaining service quality and client trust.
Leadership Expectations
The IT Operations Manager is expected to:
- Lead with accountability and consistency
- Create structure and clarity for teams
- Address issues directly and constructively
- Drive follow-through on commitments and action items
- Support collaboration across departments
- Balance client satisfaction with internal operational discipline
- Escalate risks early and communicate clearly
- Maintain focus on both short-term execution and long-term improvement
Internal Working Relationships
This role works closely with:
- Director of Managed Services
- Service desk leadership
- Engineers and technical escalation staff
- Cabling leadership and field resources
- IT admin team
- Project coordinators
- Account management / client-facing leadership
- Sales and onboarding teams as needed
- Executive leadership on reporting, performance, and operational strategy
Success in This Role Looks Like
Success in this role includes:
- Strong SLA and service performance across teams
- Clear accountability throughout the service organization
- Reduced backlog, fewer missed handoffs, and better escalation flow
- Consistent operational execution across all locations
- Improved client communication and satisfaction
- Better team development and stronger management cadence
- Standardized processes that scale with the business
- Data-driven decisions and visible operational improvement over time
Reporting Structure
Reports To: Director of Managed IT
Primary Direct Reports:
- Help Desk Supervisor
- Project Engineer Supervisors
- Cabling Team Supervisors
- IT Admin Team
- Project Coordinators
Compensation Structure
Annual Salary: $75,000-$85,000
Potential Bonus/Commission: $0-$10,000
