What are the responsibilities and job description for the Head of Operations position at Lyra Technology Group?
Lyra Technology Group is a private equity-backed holding company that invests 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.
The Head of Operations is a hands-on leadership role responsible for managing the day-to-day technical operations of one of Lyra's recently acquired operating companies. This individual will lead a small, high-performing team across help desk support, service delivery, and client account management. The ideal candidate combines strong operational instincts with technical fluency and a genuine commitment to client satisfaction. This is a pivotal role for someone who thrives in a fast-paced, entrepreneurial environment and is energized by building scalable processes from the ground up.
Responsibilities
Technical Operations & Service Delivery
The Head of Operations is a hands-on leadership role responsible for managing the day-to-day technical operations of one of Lyra's recently acquired operating companies. This individual will lead a small, high-performing team across help desk support, service delivery, and client account management. The ideal candidate combines strong operational instincts with technical fluency and a genuine commitment to client satisfaction. This is a pivotal role for someone who thrives in a fast-paced, entrepreneurial environment and is energized by building scalable processes from the ground up.
Responsibilities
Technical Operations & Service Delivery
- Oversee all aspects of technical service delivery, including help desk operations, incident management, escalation procedures, and SLA compliance.
- Monitor and improve key operational metrics such as ticket response time, resolution rate, first-call resolution, and client satisfaction scores.
- Develop, document, and continuously refine standard operating procedures (SOPs) for recurring service processes.
- Manage vendor relationships and coordinate with third-party technology partners to ensure seamless service integration.
- Evaluate and recommend tools, platforms, and technologies that enhance operational efficiency and service quality.
- Directly manage a team of up to 10 technical and operational staff, including help desk technicians, system administrators, and service coordinators.
- Set clear performance expectations, conduct regular one-on-ones, and deliver timely coaching and feedback.
- Foster a collaborative, accountable team culture rooted in continuous improvement and professional development.
- Lead hiring, onboarding, and training efforts as the team scales to meet client demand.
- Serve as a senior point of contact for key client accounts, building strong relationships and ensuring high levels of satisfaction and retention.
- Conduct regular business reviews with clients to assess service performance, identify opportunities, and proactively address concerns.
- Collaborate with sales and leadership on client renewals, upsell opportunities, and expansion strategies.
- Translate client feedback into actionable operational improvements.
- Partner with the CEO to define and execute operational strategy aligned with overall business objectives.
- Identify and mitigate operational risks, including capacity constraints, process bottlenecks, and client delivery gaps.
- Contribute to annual planning, budgeting, and resource allocation for the operations function.
- Champion a culture of data-driven decision-making and operational transparency.
- 5 years of progressive experience in managed services or technology service delivery, with at least 2 years in a leadership or management role.
- Demonstrated experience managing a small team in a fast-moving, resource-constrained environment.
- Solid understanding of IT service management frameworks (ITIL, ITSM) and common MSP/IT services tooling (e.g., ConnectWise, Autotask, Datto, or similar PSA/RMM platforms).
- Proven ability to manage client relationships and contribute to customer success outcomes.
- Excellent organizational, communication, and problem-solving skills.
- Familiarity with cloud platforms (Microsoft 365, Azure, AWS) and modern IT infrastructure.
- Experience with CRM or customer success platforms (e.g., HubSpot, Salesforce, Gainsight) is a plus.
- Background in process improvement methodologies (Lean, Six Sigma, or similar) is preferred.