Director of Operations

Director of OperationsLyra Technology Group is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.Lyra Technology Group is seeking a Director of Operations to build, standardize, and own the operations backbone for one of our operating companies. In this key leadership role, the Director will design and implement the internal infrastructure process, documentation, change management, QA, and asset and contract lifecycle — that lets our sales and technical teams execute cleanly. This is a build-out role reporting directly to the CEO. This is not a technical leadership role, a helpdesk supervision role, or a finance role.Your work as a Director of Operations will include several components:Author, standardize, and enforce internal SOPs across the organizationOwn internal process documentation end-to-end: internal policy, client policy, and client data standardsEstablish internal change management with documentation and communication standardsLead internal automation and AI/workflow-automation initiativesGovern internal systems administration (ConnectWise PSA, Datto RMM, documentation platform) in partnership with the Director of Technical ServicesQuality Assurance & StandardsImplement ticket QA standards: audit cadence, completeness criteria, and billable-accuracy checksDesign and implement project QA: checklists engineers must satisfy before a project is closedStandardize user provisioning/deprovisioning and identity practices across the client basePartner with the Director of Technical Services on client documentation standardsAsset, Contract & Vendor LifecycleCentralize client asset and inventory tracking and lifecycle managementOwn contract management: renewal dates and a central repository for MSAs, SOWs, and vendor agreementsSupport MSA/SOW approval workflow (CEO retains final sign-off authority)Partner with Finance on vendor procurement, purchasing, and renewalsSolutions Portfolio & Sales EnablementLead evaluation and packaging of new solutions and offerings for clientsOwn pricing, rate-card, and catalog governance: SKU catalog, discount governance, margin floorsBuild sales-ops and tech-ops enablement: onboarding handoffs, renewals tracking, whitespace/upsell systemsSupport vCIO and IT strategy reviews with enablement tooling and information flowCross-Functional & ReportingPartner with the CEO on operational strategy, capacity decisions, and continuous-improvement programsOwn operational reporting and dashboards: business KPIs, service-delivery metrics, and scorecardsSupport HR-adjacent operations: offboarding, training and certification trackingCoordinate with Technical Services on standards, solution handoffs, and BCDR oversight — govern the framework, don't duplicate technical executionOur ideal Director of Operations has the following qualifications:5+ years in operations, service delivery, or PMO leadership, ideally within an MSP or IT services businessProven experience building operational infrastructure — not just maintaining itFamiliarity with ConnectWise PSA and Datto RMM (or equivalent MSP tooling) and MSP service-delivery metricsComfortable in a small-company environment where the role is both strategic and execution-levelStrong bias toward documentation, process discipline, and measurable improvementExperience with internal automation and workflow tooling; interest in AI-driven operational improvementExperience with contract lifecycle management and vendor operations a plusThe targeted base compensation for this role is $115,000-$125,000. This role operates out of Portsmouth, NH in a hybrid model. If building the operational engine of a growing MSP sounds appealing to you, let's have a conversation.