Vice President, Operations
New
C
CyberSheathManaged Services Cybersecurity
Remote - United StatesFull-TimeVp
Salary not disclosed
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Job Details
- Experience
- 10+ years
- Required Skills
- CybersecurityAzure
Requirements
- 10+ years of experience leading operations within an MSP, IT services firm, or similar technical services organization in a senior leadership capacity.
- Proven track record of engaging with customer executives and internal leadership.
- Expert understanding of managed services, helpdesk operations, project delivery, and technical escalation management.
- Experience managing service delivery metrics, SLAs, utilization, and client satisfaction.
- Working knowledge of Microsoft 365, Azure, cybersecurity services, backup and disaster recovery, and modern IT infrastructure.
- Demonstrated ability to improve and enforce operational processes, standards, and accountability.
- Strong understanding of MSP tools such as ConnectWise and NinjaOne.
- Proven success leading managers, service teams, and cross-functional departments.
Responsibilities
- Lead day-to-day service delivery operations across helpdesk, security operations, and engineering.
- Design, implement, and improve scalable operational processes and performance standards.
- Partner with executive leadership to support growth and operational maturity.
- Foster a high-performing culture through mentorship of operations team leaders and staff.
- Oversee service delivery performance including responsiveness, efficiency, and issue resolution.
- Improve visibility into team performance with clear KPIs and reporting.
- Manage priorities across implementations, escalations, and internal projects.
- Deliver executive and board-level reporting on operational performance and risk.
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