Operations Manager

Operations Manager Secure Solutions IT Clinton Township, MI Job Details Full-time $25 - $35 an hour 13 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance Qualifications Customer retention Operations management IT system monitoring Key Performance Indicators Incident response Customer support ticket management IT Associate's degree Help desk Full Job Description The MSP Operations Manager is responsible for owning the day-to-day service delivery function. This role ensures tickets are resolved efficiently, SLAs are met, technicians are performing at a high level, and all work is accurately documented and aligned for billing. This is a leadership + execution role—you will both manage the team and actively improve operations.

YOUR RESPONSIBILITIES

Service Delivery & Operations Oversee daily help desk and service operations Ensure SLA compliance (response & resolution times) Manage ticket flow from intake → resolution → billing readiness Reduce backlog, escalations, and repeat issues Team Leadership & Accountability Manage Tier 1-3 technicians and service coordinator(s) Conduct daily standups and weekly performance reviews Coach team on troubleshooting, documentation, and client communication Enforce accountability for ticket quality and time entry Dispatch & Resource Management Ensure proper ticket assignment based on priority and skillset Balance technician workloads and scheduling Optimize efficiency across remote and onsite work Process & SOP Development Develop and enforce standard operating procedures Improve ticket handling workflows and escalation paths Drive consistency across all clients and technicians Billing Accuracy & Revenue Protection Review tickets for billing readiness (time entries, notes, agreement usage) Identify unbilled work and scope creep Collaborate with billing team to ensure accurate invoicing Assist in resolving client billing disputes Client Experience & Escalations Serve as escalation point for service-related client issues Participate in client calls and service reviews (QBRs) Ensure high levels of client satisfaction and retention Tools & Systems Management Oversee company software including: Agent Monitoring Systems PSA/ticketing systems Documentation platforms Ensure systems are optimized, alerts are actionable, and automation is effective Security & Compliance Coordination Ensure adherence to cybersecurity standards and policies Coordinate with security tools Support incident response coordination when needed

REQUIREMENTS

3-7+ years experience in an MSP or IT services environment 2+ years in a leadership or senior service desk role Strong understanding of: Help desk operations Ticketing systems SLAs and KPIs Experience managing or mentoring technical teams Excellent communication and client-facing skills Preferred Experience with RMM/PSA tools Knowledge of networking, servers, and Microsoft 365 environments Experience with billing workflows in an MSP Familiarity with cybersecurity tools and best practices Why Join Secure Solutions IT? Direct impact on company growth and operations, Opportunity to build and refine service delivery processes, Work with modern tools and a security-focused environment and be part of a team that values accountability, efficiency, and client success

Pay:

$25.00 - $35.00 per hour

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Education:

Associate (Preferred)

Experience:

IT related: 3 years (Preferred)

Work Location:

In person