Operations Manager (Back To Business I.T.)

View open positions, benefits, and employee reviews The Greentree Group is always looking to hire people with the right attitude, integrity, and level of responsibility to lead from the ground up and dive right in. We want people whose values align with ours - who believe in doing the right thing, every time. We want you on our team if you enjoy: A fast paced, team-oriented workplace. Creativity and open communication. Healthy relationships with clients. Good old-fashioned hard work. Learn more about The Greentree Group, view our core values & mission, and meet the executive team by clicking below! The Greentree Group offers an attractive, flexible benefits package and endless opportunities to grow within the company. Check out a few of the benefits our employees love most below! If you would like additional details on the entire benefits package, please email View email address on click.appcast.io or fill out this form . Medical 100% of employee premium covered under HDHP plan. PTO Generous paid time off. 401(k) 401(k) options and company match. Hybrid Model Flexible work environment/hours. Holidays Tuition Reimbursement Performance-based reimbursement of academic costs, including tuition and books. In addition to FMLA/STD, leave for employees with a newborn or adoptive/foster child placed. Paid Training and Development Skill learning and growth opportunities. WHAT'S IT LIKE WORKING FOR GREENTREE? Real reviews from real employees The People Make All The Difference Working at Greentree has been an amazing experience so far. When I asked my contacts before accepting the offer, everyone had only positive things to say about this company. It's been around for a while and they have a great history in the WPAFB community. If you get a chance to work at the main HQ building, the people there are great to work with - they make all the difference. I've always felt welcomed and appreciated. I miss working for Greentree I loved working at Greentree. I worked there for about four years before relocating and I miss it every day! If you're looking for a family-oriented culture and wonderful people to work with, Greentree is for you! I never felt like I was a number. The leadership seemed to care (even HR! - a rarity these days) about me. They all knew my name and remembered details about my life. Multi-Generational, Family Values-Based This small, family-owned consulting company has successfully transferredleadership control from one generation to another and is already working succession management for the next. Always teamed with people of high intellectual and emotional intelligence. Assignments always simultaneously fit and stretch you. It feels like family here. Found a "Home" Joining Greentree was one of the best decisions I ever made. After working for several other companies in the area, large and small, I was feeling pretty jaded and was thinking about moving. Greentree is redefining what a "good" company to work for is. I love it here. The culture is awesome. The work can be stressful (all jobs can be) but having such a great team around me makes all the difference. It's more than just a paycheck to me. Feeling like part of a team that matters is such a good feeling. First time I've ever had a job that I've felt this way. OPEN POSITIONS Careers in information technology and more Position: Operations Manager (Back To Business I.T.) Location: Beavercreek, OH Job Id: OM-26-021 # of Openings: 1 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. 15+ years of experience including at least five years as a technical practitioner and five years successfully leading/managing teams. Experience leading/driving significant growth of a MSP firm. 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: 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. Learn more about us at Please note that this role may require a National Agency Check (NAC) and/or background check, and relocation assistance is not available at this time. Greentree is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, or status as a qualified individual with a disability or protected veteran. Compensation / Salary Range: Greentree adheres to federal, state, and local regulations. This is a Full-Time, Salary, Exempt position. The following salary range is what we reasonably expect to pay but is contingent and subject to a variety of factors, including but not limited to years of experience, education, certification(s), training, specialized skills, responsibilities, etc. Salary Range: $100,000+ Bonuses: Greentree has an employee referral bonus, as well as employee bonuses based on employee contributions and Greentree’s yearly performance. Core Benefits 100% paid by Greentree: Employee Medical Premium on the High Deductible Health Plan (HDHP), Basic Life Insurance and AD&D, Short-Term Disability (STD), Long-Term Disability (LTD), Health Reimbursement Account (HRA), 401(k) Match, Job-Related Certifications, and Training Programs Elected Benefits: Medical, Dental, Vision, HSA, FSA, Voluntary Term Life, 401(k) (Roth and Pretax available) Time Off: PTO, Flexible Schedules, Holidays and Paid Parental Leave: Work-life balance is important – we all enjoy some time off for rest and relaxation! Employees receive a very generous amount of PTO which is granted on start date, plus the ability for quick escalation to the next tier. Flexible/hybrid working schedules and 11 paid holidays, in addition to paid parental leave round out the work-life balance benefits. Paid Training and Development: We encourage and support ongoing employee learning and development, consistent with needs of the company, its clients, and markets. Greentree is committed to paying the cost for job-related certifications and/or training programs. In conjunction with management/employee communication and discussions regarding performance and goals, employees are expected to seek out and pursue development opportunities to meet emerging organizational skill requirements in combination with their own personal growth needs. Greentree also makes job-related tuition reimbursement contributions for those in higher-level education programs. Please note: The Greentree Group does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of The Greentree Group, and The Greentree Group will not be obligated to pay a placement fee. Greentree is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, or status as a qualified individual with a disability or protected veteran. Make your technology a strategic advantage over your competition We’re with you. Every Step. Every Decision. #J-18808-Ljbffr The Greentree Group