Find & Apply For Operations Manager / Supervisor Jobs in Mount Prospect, Illinois

Company Overview Business Solutions Group has been delivering top-tier IT support and solutions to small and medium-sized businesses in and around Mt. Prospect, Illinois since 2009. Our focus is on providing enterprise-level services with a proactive approach that allows clients to concentrate on their core business while we handle their technology needs. About the Role BSGtech is hiring a Director of Service Operations to own the day-to-day performance of our engineering support function, drive modernization of our clients' infrastructure, and manage the internal team that delivers it. This is a hands-on leadership role: you'll be the escalation point for our most complex technical issues, the architect of a multi-year infrastructure modernization roadmap across our client base, and the manager responsible for keeping BSGtech's own systems and staff running smoothly. Must have MSP Experience. Key Responsibilities Engineering Support & Client Infrastructure Own Tier 2 escalation oversight from the Support team Serve as the Tier 3 escalation point for the Support team, primarily on network and storage infrastructure issues Lead infrastructure lifecycle modernization across the client base — most environments are running outdated infrastructure, with many client domains still at the Windows Server 2012 R2 forest level or older Build out network architecture documentation for client environments, where it is currently minimal to non-existent Clean up and reorganize the IT Glue repository so Support can actually use it Partner with the Account Management team on monthly reporting and billing Own and drive down the backlog of open client tickets Resource and staff client infrastructure projects BSGtech Infrastructure Support the tools BSGtech runs on to deliver service (PSA, RMM, monitoring, backup, and quoting platforms) Lead the refresh of BSGtech's redundant Colo SD-WAN infrastructure Own the full overhaul of BSGtech's current end-of-life hardware infrastructure Manage the Wi-Fi rebuild for the front office network Support front-office digital signage/monitoring systems Own infrastructure monitoring and remediation across BSGtech's monitoring stack BSGtech Staff & Team Leadership Approve staff timesheets Manage internal escalations Resource and staff the Engineering team What You'll Bring This role covers a lot of ground, and we don't expect one person to be deep in every tool listed below — but you should be comfortable operating across all four of these areas and know how to bring in the right specialist when needed. Discovery & Documentation Auditing and documenting hosted applications, vendors, and "rogue" devices across a client network Network documentation: routing, VLANs, and architecture diagramming Storage capacity planning and allocation across hosted environments Legacy OS migration planning (e.g., Windows Server 2008 R2/2012 R2 to current versions) Backup strategy and migration planning Networking & Connectivity Enterprise networking and SD-WAN platforms (firewalls, switching, wireless) Virtual networking within hypervisor environments Storage, Backup & Virtualization Enterprise and SMB storage/NAS platforms Backup and data-protection platforms Hypervisor administration across multiple platforms (e.g., Hyper-V, VMware, and open-source alternatives) Migration Execution Firewall, switch, and server backup practices Active Directory Forest upgrades Infrastructure monitoring and reporting tools End-to-end server and application migration through go-live Qualifications 7 + years in IT infrastructure or managed services, including leadership/management experience Proven track record leading complex, multi-client infrastructure modernization projects Strong working knowledge across networking, virtualization, storage, and backup/DR Comfortable owning escalations directly with clients, not just managing a queue Why BSGtech Working with us is a different experience than with other IT providers. We've shaped our services — and our culture — around going above and beyond, especially for clients (and employees) who've been let down before.

Discover the BSGtech difference:

proactive partnership over reactive support.

Pay:

$120,000.00 - $150,000.00 per year

Benefits:

401(k) 401(k) matching Health insurance

Experience:

IT Infrastructure /

Managed Services:

7 years (Required) Ability to

Commute:

Mount Prospect, IL 60056 (Required)

Work Location:

In person