What are the responsibilities and job description for the Ops Lead PC and SD Manager position at Norbeck Technologies Inc?
Job Title: MSP Operations Lead – Project Coordination & Service Desk Manager
Job Type: Part-Time (will grow too Full-Time)
About the Role
We're looking for a sharp, process-driven Operations Lead to own the full client lifecycle — from signed order to a successful go-live — while keeping the service desk running clean, fast, and within SLA. You'll sit at the intersection of project delivery and day-to-day support, managing both a Project Coordinator and a Service Desk team.
This role is built for someone who thrives on structure, loves closing loops, and knows how to keep multiple moving parts — projects, tickets, clients, and people — from falling through the cracks.
What You'll Own
- End-to-end project delivery oversight: order → kickoff → milestones → go-live
- Hypercare program management — scheduling, tracking, and closing hypercare windows
- Service desk operations: SLA adherence, ticket queue health, and team performance
- Process documentation, improvement, and enforcement across both functions
- PSA platform hygiene — projects, tickets, and records stay accurate and up to date
- Direct management of the Project Coordinator and L1/L2 Service Desk staff
You're a Great Fit If You
- Have 3 years in an MSP or IT services environment
- Have hands-on experience with a PSA tool (ConnectWise, Autotask, HaloPSA, etc.)
- Can context-switch between project delivery and reactive support without losing grip on either
- Know what a good SLA matrix looks like — and how to hold a team to it
- Are comfortable owning client communication at the project and escalation level
- Have led or supervised a small technical team
Nice to Have
- PMP, CAPM, or ITIL certification
- Experience building or refining MSP onboarding workflows
- Familiarity with hypercare or white-glove onboarding programs
This is a remote position.
Salary : $45 - $65