Operations Manager - Managed IT Services

Job Description

Job Description

Operations Manager – Managed IT Services

AG Schwallbach LLC (AGS)

On-Site – Madison Heights, MI  |  Full-Time  |  Reports to: Owner/CEO

AGS is as Michigan-based managed IT service and CMMC compliance provider serving commercial and defense/aerospace clients. As we scale, we are looking for an experienced Operations Manager to build the operational structure, processes and accountability our growth demands – ensuring IT infrastructure, managed services and client support are delivered on time, within scope and with consistently high quality. This role owns day-to-day operations of a 5+ person team of IT engineers and business operations personnel and will work side-by-side with senior leadership to turn strong execution into a scalable, well-run operation. The ideal candidate can work across service, projects, and business operations (procurement, finance, personnel management, etc.) fluidly and is energized by a fast-paced, service desk environment. Experience managing an organization under an Entrepreneurial   Operating System (EOS), demonstrating the ability to effectively oversee operations, align tams, and ensure seamless integration of EOS processes across functions, is a key qualification.  

Core Responsibilities

•        Team Leadership & Staff Performance: Manage and mentor technicians, engineers and support staff; monitor performance, provide feedback and coach for enhanced performance; develop talent and a high-performing team culture; ensure adherence to company standards

•        Operations Management: Own the full lifecycle of managed services from client onboarding to service delivery, project coordination and quality assurance; build and continuously improve the processes, workflows and reporting that identifies trends or recurring issues (e.g., missed SLAs, ticket bottlenecks), generate options to resolve before they become client-facing issues; bring solutions to leadership’s attention

•        Dispatch & Scheduling: Manage the daily dispatch queue in Autotask, assigning incoming tickets to technicians and engineers based on skill set, resource availability, priority, and SLA requirements; monitor ticket queues throughout the day to identify unassigned, aging, or at-risk tickets and reassign/escalate as needed; keep clients proactively informed of schedules and changes, with clean, consistent documentation in Autotask

•        Project Delivery Management: Balance scheduled project work with the unscheduled demands of the service desk to ensure the most efficient use of resources – people, time, and budget; partner closely with the Project Manager to align planned work against resource availability and constraints, proactively identifying alternatives and solutions to keep projects on track.

•        Compliance: Manage business processes consistent with NIST SP 800-171 and CMMC obligations, and ensure adherence to process principles so that AGS remains compliant and audit-ready

•        Strategic Planning: Champion the leadership team in development and management of strategic plans, short- and long-term performance goals and objectives, metrics identification and tracking, and successful execution

•        Technology & Systems: Use Autotask to maintain accurate ticket status updates, time entries, and dispatch notes; use the complete set of Microsoft Office 365 tools for ticket flow, project management and reporting tools in executing business processes and communications

Required Qualifications and Experiences

•        10+ years of experience in managed IT services, technical services or a similar service-based business, inclusive of a minimum of 5 years of operations and business management experience, and a minimum of 7 years of team leadership experience

•        Track record of driving execution and results within an EOS environment for internal teams and to ensure high-quality client deliverables

•        Strong leadership and team management skills with ability to evaluate and motivate technical and business operations staff performance

•        Bachelor’s degree in Business, Information Systems or related discipline

•        Demonstrated organization, prioritization, follow-through, and problem-solving skills, developed through progressively responsible organizational roles

•        Advanced communication skills with a track record of effectively engaging technical teams, leadership, vendors, clients, and administrative personnel

Preferred Qualifications

•        Direct experience in managed IT services and cybersecurity

•        Experience leading client onboarding, offboarding and major infrastructure transitions

•        Certification in enterprise systems governance or related areas such as ITIL a plus, but not required

Additional Requirements

•        Must be a U.S. Citizen – required by federal contract security provisions applicable to this position. No exceptions.

•        This is a full-time, in-office position. Remote work is not offered.

•        Must be able to maintain regular, reliable, on-site attendance, as well as availability for on-call and emergency response outside of standard business hours given the nature of MSP operations and client commitments.

Success in this Role

Success in this role means service delivery, project timelines, and margins become stable and predictable. Work is completed efficiently, accurately and in alignment with AGS standards and objectives. Leadership accountability is clear. Issues are caught and resolved instead of lingering. Leadership has better visibility into business performance and profitability to guide decisions and pursue growth.