Chief Operating Officer $150K (Tucson, AZ)

Chief Operating Officer (COO) / President

Location: Tucson, AZ (Onsite/Hybrid)

Position Type: Direct Hire

Salary: up to $150,000/yr

Residency Status: US Citizen or Green Card Holder ONLY

Position Summary

The Chief Operating Officer (COO) / President is a senior executive responsible for the overall operational performance, scalability, and profitability of the Managed Service Provider (MSP). This role translates strategic vision into execution, ensuring service delivery excellence, strong financial performance, and an exceptional client experience.

This leader will oversee all day-to-day operations, including service delivery, technical operations, client success, project delivery, and internal systems, while partnering closely with the CEO/ownership on growth strategy, culture, and long-term direction.

Key Responsibilities

Operational Leadership

• Oversee daily operations of the MSP, ensuring efficiency, scalability, and consistency across all departments
• Develop and implement operational strategies, KPIs, and performance metrics aligned with company goals
• Establish and refine processes, documentation, and systems to support growth and service quality
• Drive accountability through structured reporting, dashboards, and leadership cadence

Service Delivery & Client Experience

• Ensure best-in-class service delivery across help desk, NOC, field services, and professional services
• Maintain and improve SLA performance, client satisfaction (CSAT), and Net Promoter Score (NPS)
• Standardize service offerings and ensure alignment with the company’s technology stack
• Address escalations and ensure consistent resolution frameworks are in place

Financial Performance & Profitability

• Own operational P&L performance, including gross margin, service delivery costs, and utilization rates
• Collaborate with finance on budgeting, forecasting, and pricing strategy
• Optimize resource allocation, staffing models, and service delivery efficiency
• Identify opportunities to improve EBITDA through operational improvements

Team Leadership & Development

• Lead, mentor, and develop department heads (Service, Projects, Client Success, etc.)
• Build a high-performance culture with clear expectations, accountability, and career paths
• Support hiring, onboarding, and retention strategies for technical and operational staff
• Foster a culture of continuous improvement and operational excellence

Growth & Strategic Execution

• Partner with sales and marketing leadership to ensure operational readiness for growth
• Support M&A integration efforts, if applicable
• Align service offerings with market demand and emerging technologies
• Drive automation, standardization, and maturity of service offerings

Systems, Tools & Vendor Management

• Oversee core MSP tools such as PSA, RMM, documentation platforms, and security stack
• Ensure effective use of tools to maximize efficiency, reporting, and service delivery quality
• Foster and manage vendor relationships and strategic partnerships

Required Experience

• 10 years of leadership experience in the Managed Services or IT Services industry
• Proven experience in an MSP leadership role (COO, VP of Operations, Director of Service Delivery, or similar)
• Demonstrated success scaling an MSP, including process maturity and team growth
• Strong financial acumen with experience managing P&L and operational budgets
• Experience with MSP tools and platforms (PSA, RMM, ticketing systems, automation tools)
• Track record of improving service delivery metrics, client satisfaction, and profitability
• Experience leading cross-functional teams, including technical and client-facing departments

Required Skills & Competencies

Operational Excellence

• Deep understanding of MSP service delivery models, SLAs, and support structures
• Ability to design and implement scalable processes and systems
• Strong analytical and problem-solving skills

Leadership & People Management

• Proven ability to lead, coach, and develop high-performing teams
• Strong emotional intelligence and communication skills
• Ability to drive accountability while maintaining a positive culture

Financial & Business Acumen

• Strong understanding of MSP financial drivers (utilization, margins, cost of service delivery)
• Experience with forecasting, budgeting, and performance analysis
• Ability to connect operational decisions to financial outcomes

Strategic Thinking

• Ability to translate high-level strategy into actionable plans
• Experience aligning operations with growth objectives
• Forward-thinking approach to technology and service evolution

Client-Centric Mindset

• Commitment to delivering exceptional client experiences
• Ability to balance operational efficiency with service quality
• Strong escalation management and relationship skills

Technical Awareness (Non-Hands-On)

• Solid understanding of IT infrastructure, cloud services, cybersecurity, and compliance
• Familiarity with frameworks such as ITIL or similar service management practices

Preferred Qualifications

• Experience in a small-to-mid-sized MSP (20–150 employees)
• Background in scaling operations through significant growth phases
• Experience with cybersecurity-focused service offerings
• Familiarity with industry compliance standards (HIPAA, SOC 2, etc.)
• Bachelor’s degree in Business, IT, or related field (MBA preferred)

Success Metrics (KPIs)

• Service Gross Margin
• SLA Compliance & Ticket Resolution Times
• Client Satisfaction (CSAT/NPS)
• Employee Retention & Engagement
• Operational Efficiency (Utilization Rates)
• Revenue Growth Enablement (Operational Readiness)
• EBITDA growth

Ideal Candidate Profile

The ideal candidate is a disciplined operator with deep MSP experience who thrives in a growth-oriented environment. They bring structure, accountability, and clarity to operations while maintaining a strong focus on people and client outcomes. This person is both strategic and hands-on—capable of building systems while leading teams through execution.

Reporting Structure

• Reports to: CEO / Owner
• Direct Reports: Service Manager/Director, Projects Manager, Client Success Leader, Technical Leadership, and other operational roles

Compensation

• Competitive base salary
• Performance-based bonus tied to company and operational KPIs
• Profit-sharing tied to revenue and EBITDA targets

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