What are the responsibilities and job description for the MSP / MSSP Operations Manager position at Catapult Federal Services?
Location: Herndon, VA (on-site)
*MUST be actively working for a verified MSP/MSSP*
Job Description:
We are seeking an experienced MSP/MSSP Operations Manager to provide operational leadership and strategic direction across managed services and security services operations. This role is responsible for overseeing day-to-day service delivery while helping define how IT, cybersecurity, and compliance offerings evolve as the organization grows.
This position requires prior leadership experience within an MSP and/or MSSP environment, a strong understanding of regulated service delivery, and the ability to align people, process, and technology with business objectives.
The Operations Manager will work closely with executive leadership to ensure consistent, scalable, and high-quality service delivery across all lines of business.
Key Responsibilities
Operational Leadership • Lead and oversee daily MSP and MSSP operations including service desk performance, escalation management, and SLA adherence • Establish, document, and continuously improve standard operating procedures for IT services, cybersecurity operations, and compliance support • Ensure service delivery aligns with contractual obligations, regulatory requirements, and internal quality standards • Track operational KPIs and service metrics, preparing reports that support executive-level decision making and long-term planning • Provide strategic input on capacity planning, service scalability, and operational maturity as the organization grows
Strategic Alignment Across Lines of Business • Provide operational oversight and coordination across IT services, cybersecurity, and compliance offerings • Partner with executive leadership to translate business strategy into executable operational plans • Ensure consistency in service delivery models, tooling, and customer experience across all service lines • Identify gaps, risks, and improvement opportunities related to service delivery, compliance posture, and operational resilience
Client Success and Communication • Act as an escalation point for key client issues and service challenges • Participate in service reviews and operational discussions with clients as needed • Collaborate with account management and compliance teams to align service delivery with client goals and regulatory obligations • Review and contribute to client-facing documentation including onboarding materials, service plans, and compliance-related deliverables
Team Leadership and Development • Lead, mentor, and hold accountable technical and operational staff across MSP and MSSP functions • Support hiring, onboarding, training, and professional development for service delivery roles • Foster a culture of accountability, continuous improvement, and operational discipline
Process Optimization and Tooling • Own and optimize PSA, RMM, and security operations workflows • Identify opportunities for automation, standardization, and efficiency improvements • Support vendor management, tool selection, and procurement planning in alignment with operational and compliance requirements
Required Qualifications • Proven leadership experience in an MSP and/or MSSP environment • Demonstrated ability to manage and scale IT services and security operations • Strong working knowledge of IT infrastructure, cybersecurity operations, and compliance frameworks such as NIST, CMMC, ISO, or similar • Experience providing operational and strategic direction across multiple service lines • Excellent communication and leadership skills with the ability to bridge technical, operational, and business needs
Preferred Qualifications • Certified CMMC Professional (CCP) certification • Experience supporting regulated or compliance-driven environments • Background in building or maturing operational processes within a growing services organization
*MUST be actively working for a verified MSP/MSSP*
Job Description:
We are seeking an experienced MSP/MSSP Operations Manager to provide operational leadership and strategic direction across managed services and security services operations. This role is responsible for overseeing day-to-day service delivery while helping define how IT, cybersecurity, and compliance offerings evolve as the organization grows.
This position requires prior leadership experience within an MSP and/or MSSP environment, a strong understanding of regulated service delivery, and the ability to align people, process, and technology with business objectives.
The Operations Manager will work closely with executive leadership to ensure consistent, scalable, and high-quality service delivery across all lines of business.
Key Responsibilities
Operational Leadership • Lead and oversee daily MSP and MSSP operations including service desk performance, escalation management, and SLA adherence • Establish, document, and continuously improve standard operating procedures for IT services, cybersecurity operations, and compliance support • Ensure service delivery aligns with contractual obligations, regulatory requirements, and internal quality standards • Track operational KPIs and service metrics, preparing reports that support executive-level decision making and long-term planning • Provide strategic input on capacity planning, service scalability, and operational maturity as the organization grows
Strategic Alignment Across Lines of Business • Provide operational oversight and coordination across IT services, cybersecurity, and compliance offerings • Partner with executive leadership to translate business strategy into executable operational plans • Ensure consistency in service delivery models, tooling, and customer experience across all service lines • Identify gaps, risks, and improvement opportunities related to service delivery, compliance posture, and operational resilience
Client Success and Communication • Act as an escalation point for key client issues and service challenges • Participate in service reviews and operational discussions with clients as needed • Collaborate with account management and compliance teams to align service delivery with client goals and regulatory obligations • Review and contribute to client-facing documentation including onboarding materials, service plans, and compliance-related deliverables
Team Leadership and Development • Lead, mentor, and hold accountable technical and operational staff across MSP and MSSP functions • Support hiring, onboarding, training, and professional development for service delivery roles • Foster a culture of accountability, continuous improvement, and operational discipline
Process Optimization and Tooling • Own and optimize PSA, RMM, and security operations workflows • Identify opportunities for automation, standardization, and efficiency improvements • Support vendor management, tool selection, and procurement planning in alignment with operational and compliance requirements
Required Qualifications • Proven leadership experience in an MSP and/or MSSP environment • Demonstrated ability to manage and scale IT services and security operations • Strong working knowledge of IT infrastructure, cybersecurity operations, and compliance frameworks such as NIST, CMMC, ISO, or similar • Experience providing operational and strategic direction across multiple service lines • Excellent communication and leadership skills with the ability to bridge technical, operational, and business needs
Preferred Qualifications • Certified CMMC Professional (CCP) certification • Experience supporting regulated or compliance-driven environments • Background in building or maturing operational processes within a growing services organization