What are the responsibilities and job description for the Director of Operations position at NBM Inc?
Job Summary
We are seeking an experienced and results-driven Director of Managed IT Operations to lead and oversee the day-to-day operations of our growing IT and Managed Services organization.
This leadership role is responsible for driving operational excellence, ensuring exceptional client service, improving efficiency and profitability, and developing a high-performing team. The ideal candidate has a strong background in Managed IT Services (MSP), service delivery, technical operations, and team leadership.
The successful candidate is a strategic, hands-on leader who can balance big-picture planning with day-to-day execution. Your expertise will enable us to optimize business operations, implement process improvements, and foster a culture of continuous growth. You should be comfortable leading people, improving processes, managing performance, and making data-driven decisions in a fast-paced technology environment.
Key Responsibilities
- Lead and manage the daily operations of the IT and Managed Services division in conjunction with NBM’s Director of IT.
- Oversee service delivery, projects, pre-sales engineering, client onboarding, and operational performance. Lead project management assuring customer satisfaction.
- Develop and implement processes that improve efficiency, scalability, service quality, and profitability.
- Establish and monitor key performance indicators (KPIs), service levels, utilization, and operational metrics.
- Ensure exceptional client service and oversee the resolution of client issues and escalations.
- Partner with executive leadership and Director of IT to develop and execute operational strategies that support company growth.
- Identify opportunities to improve margins, productivity, automation, and overall business performance.
- Work closely with sales and technical teams to ensure successful client relationships and service delivery.
- Drive continuous improvement and help build scalable processes to support a growing organization.
- Lead and manage customer cybersecurity and maturity account reviews on a quarterly basis as subject matter expert.
- Lead customer engagement and training in areas such as cloud migration, Microsoft Sharepoint and Azure.
Qualifications
- 10 years of experience in IT operations, managed services, and technology services within a Managed Services Provider (MSP) or IT services organization required.
- Network technical acumen and familiarity required.
- Demonstrated experience managing teams and improving operational performance.
- Demonstrated experience in advising on cybersecurity within MSP environment, preferably in the SMB market.
- Strong understanding of IT service delivery, service desk operations, network infrastructure projects, and client support.
- Experience with operational metrics, budgeting, profitability, and resource management.
- Excellent leadership, communication, organizational, customer service, and problem-solving skills.
- Ability to have high-level conversations with C-suite personnel, excellent customer service skills.
- Experience with PSA, RMM, ticketing, and other managed services platforms required. Connectwise Manage experience preferred. Other platforms/solutions include Huntress, Scalepad, NinjaOne to name a few.
Salary is commensurate with experience. This is an in-office position.