Chief Operating Officer

The Chief Operating Officer (COO) is responsible for the day-to-day operational leadership and execution of the business across its managed IT and print/imaging service lines. Reporting directly to the President/Owner, the COO translates company strategy into operational reality — building the systems, processes, and accountability that allow the organization to deliver consistently, scale profitably, and maintain a high standard of service across all departments. The COO serves as the integrating force across service delivery, field/project operations, procurement, and support functions, ensuring that teams are aligned, resources are deployed effectively, and operational performance meets both client expectations and financial targets. The role carries direct accountability for the discipline and accuracy of Allied's core operating systems – ConnectWise manage for managed IT service delivery and e-automate for print/imaging service, contracts, and finance. Allied is looking for an AI-driven leader: someone who treats AI and automation as a core operating principle rather than an experiment on the side, and with the help of internal AI experts, will actively replace manual, repetitive work across the business with AI-assisted and automated workflows. Key Responsibilities Operational Leadership • Provide day-to-day leadership and management across all operational departments, including managed services/help desk, field service, project delivery, and print/imaging operations. • Translate the company's strategic vision into clear operational plans, priorities, and measurable objectives. • Establish, document, and continuously improve operational processes and standard operating procedures across all departments. • Serve as the primary integrator across departments, resolving cross-functional bottlenecks and ensuring accountability. Service Delivery & Client Experience • Own service delivery operations to ensure consistent, high-quality outcomes across managed IT and print/imaging clients. • Set and enforce service level agreement standards, and client satisfaction metrics. • Drive continuous improvement in processes across all departments, including finance, ticket handling, dispatch, project execution, and equipment installation/support. • Ensure escalation processes are effective, and that recurring issues are addressed at the root cause. Financial & Performance Management • Own operational performance against budget, including service margins, labor utilization, and cost control. • Partner with Finance to develop operational budgets, forecast resource needs, and monitor key financial and operational KPIs. • Ensure profitability on contracts, projects, and service agreements, including protection of service margins on dealer- and vendor-sourced business. • Identify and act on opportunities to improve operational efficiency and reduce waste. Team Leadership & Development • Lead, coach, and develop department managers and operational leaders, building a culture of accountability and continuous improvement. • Establish clear roles, responsibilities, and performance expectations across operational seats. • Identify staffing needs, support recruiting and onboarding, and build depth to eliminate single points of failure. • Foster a positive, high-performance culture aligned with company values. Vendor, Procurement & Contract Operations • Oversee procurement and vendor relationships related to hardware, equipment, and third-party service partners. • Ensure equipment sourcing, installation logistics, and contract setup are executed accurately and profitably. • Coordinate with sales and finance to ensure smooth handoff from sale to delivery and accurate contract configuration. Systems, Technology & Process Improvement • Champion the effective use of business systems (ERP, CRM, PSA/RMM, and related tools) to drive operational visibility and efficiency. • Lead initiatives to automate, standardize, and scale operational processes. • Ensure accurate data flows across systems to support reporting and decision-making. Strategic Contribution • Partner with the President/Owner and leadership team on long-term strategy, growth planning, and organizational development. • Provide operational insight to inform strategic decisions, including expansion, new service lines, and capacity planning. • Support the company through periods of growth, change, and process maturation. AI & Automation Leadership • Champion company-wide adoption of AI and automation as a core operating principle — setting the expectation that manual, repetitive work is systematically replaced by AI-assisted or automated workflows. • Identify, evaluate, and pilot AI-driven capabilities across service delivery and back-office operations (e.g., e-automate reporting, collections, contract and meter analysis). • Set measurable goals for AI-driven efficiency gains — cycle time, cost-to-serve, error rate — and hold department leaders accountable to them. • Build AI fluency across the leadership team and staff, ensuring new tools are adopted responsibly and with proper data governance and security review. Qualifications Required • Bachelor's degree in business, Accounting, Operations, Information Technology, and related field, or equivalent experience. • 7+ years of progressive operational leadership experience, with significant time in a management or executive role. • Demonstrated experience leading operations in a managed IT service (MSP), technology, print/imaging, or comparable service-and-hardware business. • Proven track record building and improving processes, managing P&L or operational budgets, and leading cross-functional teams. • Strong understanding of service delivery models, SLAs, and recurring revenue operations. Preferred • Experience in both managed IT/MSP and print/copier/imaging operations. • Familiarity with PSA/RMM platforms (e.g., ConnectWise), and ERP systems (e.g., e-automate). • Experience operating within a structured operating framework (e.g.,EOS/Traction). • Experience scaling a growing, owner - led business. Competencies • Operational and systems thinking • Financial and business acumen • Leadership and people development • Accountability and execution focus • Problem-solving and decision-making • Clear, direct communication • Adaptability in a growing, changing environment • An automation-first mindset