Title: Vice President of Operations 

Location: Nashville, TN (onsite at least 3 days a week)

Status:  Full-time Exempt

Reports to: CEO

Job Summary

The Vice President of Operations is responsible for overseeing the day-to-day planning, coordination, and execution of all technical services and support provided to clients. This role ensures that the service desk operates efficiently, meets service delivery targets, maintains high levels of customer satisfaction, and achieves financial goals. The VP of Operations leads various departments, including the Service Desk, Network Operations, Field Services, Procurement, and Project teams, while continuously improving processes, service quality, and team performance.

Responsibilities

• Oversee daily operations, ensuring efficient delivery of managed services, technical support, project services, and procurement.

• Develop and implement operational policies and procedures that align with company goals and industry best practices.

• Ensure SLAs (Service Level Agreements) and other performance metrics are consistently met or exceeded.

• Optimize the service delivery model for efficiency, including resource allocation, workflow improvements, and system enhancements.

• Lead and mentor department heads such as the Help Desk Director, Project Managers, Network and Systems Engineers

• Foster a high-performance culture, encouraging accountability, training, and professional development across teams.

• Collaborate with HR on recruiting, onboarding, and retaining top talent within the technical and operational teams.

• Monitor service delivery quality, satisfaction and operational metrics, and initiate activities to proactively drive improvements to achieve best in class value through the development of Managed Services leaders

• Partner with the executive leadership team to create and execute operational strategies aligned with the company’s business objectives.

• Identify opportunities for operational improvements and service expansion that increase efficiency, reduce costs, and improve client satisfaction.

• Manage the operations budget, ensuring cost-effective use of resources while maintaining high service quality.

• Analyze financial performance metrics such as service profitability, utilization rates, and operational efficiency to guide decision-making.

• Identify and mitigate financial risks related to service delivery, staffing, and resource allocation.

• Evaluate and implement technology solutions that streamline operations, improve service delivery, and support business growth.

• Stay current with industry trends, including advancements in cloud computing, cybersecurity, IT automation, and service management platforms.

• Collaborate with the VP of IT and technical teams to integrate new technologies and improve existing infrastructure.

• Manage relationships with third-party vendors and service providers, ensuring they meet contractual obligations and performance standards.

• Ensure all operations comply with relevant industry regulations, security standards, and internal policies.

• Work in tandem with VP of IT to develop and implement risk management protocols, including business continuity and disaster recovery plans.

The employer reserves the right to change or assign other duties to this position. 

Requirements and Qualifications

• Bachelor’s degree in business administration, Information Technology, or related field (MBA or equivalent preferred).

• 10+ years of experience in IT operations, preferably within an MSP or technology service provider.

• Proven leadership experience in managing large, diverse teams across technical and operational departments.

• In-depth understanding of ITIL framework, service management, and MSP business models.

• Strong knowledge of cloud services, network infrastructure, cybersecurity, and managed services.

• Excellent financial management skills, with experience in budgeting, forecasting, and operational cost control.

Core Competencies

• Strategic Thinking: Ability to align operational activities with broader business goals.

• Analytical Skills: Ability to assess performance data, identify trends, and drive decision-making based on insights.

• Leadership & Mentorship: Strong people management skills, with a focus on team development and accountability.

• Problem-Solving: Adept at identifying operational issues and implementing effective solutions.

• Customer Focus: Strong commitment to delivering outstanding client service and satisfaction.