Head of Operations & Business Management

SyberStone is seeking a highly organized and results‑driven Operations Manager to oversee the daily operations of our Managed Service Provider (MSP) business. This position serves as a key leadership role responsible for ensuring service delivery excellence, operational efficiency, team coordination, process improvement, and client satisfaction.
The Operations Manager acts as the bridge between executive leadership, administrative staff, technical teams, vendors, and clients. This role is responsible for managing workflows, monitoring performance metrics, coordinating resources, and ensuring that SyberStone delivers exceptional service while supporting continued business growth.
The ideal candidate possesses strong leadership skills, operational management experience, excellent communication abilities, and a customer-focused mindset.
Responsibilities Service Delivery & Operations Oversee day-to-day service operations and ensure efficient delivery of managed IT services.
Monitor ticket queues, service requests, escalations, and project workloads.
Ensure service level agreements (SLAs) and client expectations are consistently met.
Coordinate technician schedules, dispatching, and resource allocation.
Review service performance metrics and identify opportunities for improvement.
Assist with managing after-hours support, emergency response procedures, and service continuity.
Provide leadership, coaching, and guidance to technical and administrative staff.
Conduct employee performance reviews and support professional development initiatives.
Assist with recruiting, onboarding, and training new team members.
Promote accountability, professionalism, and adherence to company standards.
Foster a positive and collaborative workplace culture.
Serve as a point of escalation for client concerns and service-related issues.
Maintain strong relationships with clients, vendors, and strategic partners.
Assist with contract renewals, service reviews, and client retention initiatives.
Coordinate procurement activities and vendor relationships.
Ensure client communications are timely, accurate, and professional.
Process & Business Operations Develop, implement, and maintain operational procedures and workflows.
Ensure documentation standards are followed across the organization.
Monitor company KPIs and operational metrics.
Identify opportunities to improve efficiency, profitability, and service quality.
Assist executive leadership with strategic planning and business initiatives.
Support compliance, cybersecurity, and risk management efforts as required.
Assist with budgeting, purchasing, and operational expense management.
Review invoicing processes, recurring services, and service profitability.
Support project planning, resource forecasting, and operational reporting.
Collaborate with administrative staff to ensure efficient office operations.
Qualifications Associate or bachelor’s degree in Business, Information Technology, Management, or a related field preferred.
Previous experience in operations management, service management, project management, or leadership roles.
Experience working within an MSP, technology services, or professional services environment preferred.
Strong understanding of IT service delivery, technical support operations, and customer service principles.
Knowledge of PSA, RMM, documentation, and business management systems preferred.
Familiarity with ITIL service management concepts is highly desirable.
Excellent organizational, leadership, and decision-making skills.
Strong communication and conflict-resolution abilities.
Ability to manage multiple priorities in a fast-paced environment.
Financial awareness and business acumen.
Must be able to pass a background check.
Competitive salary based on experience
Performance-based incentives
Ongoing leadership and professional development opportunities
Career advancement within a growing organization
Opportunity to help shape company operations and culture
Collaborative and innovative work environment
Job Features Job Category Administrative and Management, Field Operations, Network and Infrastructure, Sales and Client Relations, Technical Support and IT Services
Growing Company: Join an expanding MSP with long-term opportunities.
Varied Projects: Participate in diverse IT and business operations initiatives.
Flexible Schedule: Work-life balance with scheduling flexibility.

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