Operations Manager (Back To Business I.T.)

Operations Manager (Back To Business I.T.)

Are you a tech enthusiast who loves solving complex problems? Do you have a keen eye for detail and excellent analytical skills? Would your friends describe you as a self-starter who takes pride in your work and enjoys collaborating with others? If so, we have an exciting opportunity for you at The Greentree Group!

WHO WE ARE Back To Business I.T. powered by The Greentree Group is the most experienced and certified team of technology experts in Southwest Ohio. We alleviate the burden of managing computer systems and networks and allow our clients to focus on the more important aspects of their companies. Back To Business I.T. offers a full suite of solutions including managed services, cybersecurity, co-managed IT, IT assessments, special projects, help desk, CMMC readiness, tools and intelligent automation. The Greentree Group is a dynamic, innovative, and thriving company that specializes in delivering advanced technology solutions to federal, state, and commercial clients. With a team of highly skilled professionals, we provide cutting-edge services and are always pushing the boundaries of what's possible. What sets us apart is our commitment to excellence and our passion for the work we do. At The Greentree Group, we are driven by a shared sense of purpose and a desire to make a difference in the lives of people around us. Whether it's helping our clients achieve their goals, developing innovative solutions to complex problems, or giving back to the community, we are dedicated to making a positive impact. We also believe in investing in our people and providing them with opportunities for growth, development, and advancement. We offer a dynamic and supportive work environment, a culture of continuous learning, and a wide range of benefits and perks that promote work-life balance and personal well-being. Whether you're a seasoned expert or just starting out in your career, if you're passionate about technology, committed to excellence, and eager to take on new challenges, we want to hear from you!

ABOUT THE OPPORTUNITY As the Operations Manager at Back To Business I.T., you will have the opportunity to lead an exceptional team of technical professionals and ensure the highest quality of delivery, service and satisfaction to our valued customers. The Operations Manager will fuel BTBIT's growth trajectory and enhance all aspects of operations through innovative thinking, inspired leadership, responsive service and adherence to our core values of integrity, client focus, client partnership and employee welfare. This role will ensure consistent, high-quality service delivery across the help desk and professional services teams, improving operational performance through process and metric management, and driving a client-first culture rooted in accountability and continuous improvement. The ideal candidate is a strong people leader who understands MSP service delivery and can translate operational goals into practical workflows that improve client experience, team efficiency, and business outcomes. BTBIT's Operations Manager will be a fluent communicator who is committed to translating and demystifying technical concepts for non-technical users, training and inspiring teams, embracing change continuously and pivoting fearlessly in pursuit of growth.

SOME RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

• Oversee day-to-day operations, ensuring service delivery, help desk performance, and project execution meet established quality standards and client expectations.
• Manage and optimize service delivery workflows, including ticket triage, escalation paths, dispatching, and resource allocation.
• Lead, mentor, and develop technical and support staff, fostering a high-performance, customer-focused culture.
• Implement and maintain ITIL-aligned operational processes (incident, problem, change management).
• Work closely with the technical leadership team to prioritize workload, manage capacity, and align resources with client needs.
• Ensure consistent, high-quality client experience, including managing escalations and communicating updates with professionalism.
• Contribute to continuous improvement initiatives, including automation, documentation enhancements, and process standardization.
• Oversee onboarding of new clients, ensuring smooth transitions, accurate documentation, and alignment with service delivery processes.
• Collaborate with sales and account management to support service scoping, renewals, and expansion opportunities.
• Maintain compliance with internal policies, security standards, and contractual obligations.
• Participate in budgeting and forecasting, supporting staffing plans, tool investments, and operational expenditure tracking.
• Lead operational meetings and staff engagement opportunities.
• Champion adoption of MSP tools and processes, such as RMM, PSA, monitoring platforms, and reporting systems.

MINIMUM QUALIFICATIONS:

• Exceptional communication skills and passion for customer service.
• Ability to translate and demystify technical concepts for non-technical audiences.
• Demonstrated success as a pragmatic problem solver with experience applying technical solutions to achieve operational success.
• Associate's or Bachelor's Degree in Computer Science or related area.
• 10+ years of experience including at least five years as a technical practitioner and experience successfully leading/managing teams in the IT services space.
• Proven success managing service delivery using ConnectWise. Fluency with ConnectWise is required.
• Strong understanding of:
  • Ticketing workflows, dispatching, escalations, and SLA management
  • IT service delivery best practices (ITIL concepts helpful)
  • Metrics-driven management and continuous improvement
• Candidates must be U.S. Citizens.

DESIRED QUALIFICATIONS:

• Experience leading/driving significant growth of a MSP firm.
• ITIL Foundation or experience implementing ITIL-aligned processes.
• Experience with CSAT programs, service reviews/QBRs, and client retention initiatives.
• Experience supporting security/quality frameworks (e.g., ISO, CMMC, HIPAA).
• Experience leading operational change management, documentation improvement, or automation initiatives.

We believe in fostering a positive, inclusive culture that values diversity, teamwork, and personal growth. With opportunities for advancement and a supportive community of colleagues, The Greentree Group is the perfect place to build your career.