Operations Manager (Managed IT Services)

Operations Manager (Managed IT Services) Overview We are seeking an experienced Operations Manager to deliver exceptional client experiences, maintain strong relationships, and drive growth within our existing client base. This role ensures consistent, high-quality service delivery, supports internal technical teams, and identifies opportunities to expand client engagements while maintaining operational excellence. Key Responsibilities Client Experience & Relationship Management Serve as the primary escalation point for business-critical or high-visibility issues Build and maintain strong relationships with client stakeholders, including executives Conduct Quarterly Business Reviews (QBRs) to align services with client goals Monitor client satisfaction and proactively address concerns Communicate key updates, recommendations, and service changes Service Delivery & Operational Excellence Ensure managed IT services consistently meet SLAs and client expectations Partner with technical teams to maintain high-quality, reliable service delivery Document client interactions and service activities in ConnectWise or similar PSA tools Develop and deliver reporting for clients and internal leadership Identify and implement process improvements to enhance efficiency and consistency Oversee projects from planning through successful execution Growth & Account Development Identify and develop opportunities within existing client accounts Translate client business objectives into actionable service strategies Recommend and implement solutions that deliver measurable business value Contribute to revenue growth targets Team Leadership & Enablement Coach and support technical teams to strengthen client relationships Operate within a pod-based service model, enabling technicians to manage day-to-day interactions Act as a senior escalation point for complex issues Drive accountability, communication, and continuous improvement across teams Technology & Innovation Leverage AI-powered tools (automation, analytics, generative AI) to improve productivity and client insights Stay adaptable and open to adopting new technologies that enhance operations and service delivery This role operates within a pod-based service model: Technicians maintain day-to-day client relationships The Operations Manager supports and enhances those relationships Leads escalations, strategic planning, and account growth initiatives Qualifications Required Experience 5+ years of experience in managed IT services or a similar technical services environment Proven experience managing client relationships, including executive-level stakeholders Strong track record of client retention and high satisfaction levels Experience conducting QBRs and managing overall account health Demonstrated success in identifying and executing account growth opportunities Technical & Operational Knowledge Solid understanding of SLAs, IT service delivery models, and operational performance metrics Experience working in pod-based or team-oriented service environments preferred Familiarity with PSA tools such as ConnectWise (or similar platforms) Experience managing projects and driving process improvements Skills & Competencies Excellent communication skills with both technical and non-technical audiences Strong problem-solving and escalation management abilities Ability to balance strategic thinking with hands-on execution Highly organized with strong documentation and reporting skills Proven ability to collaborate cross-functionally and drive results Success Metrics High client satisfaction and retention (target: zero net attrition) Growth within the existing client base Consistent service delivery with minimal backlog and escalations Strong documentation, reporting, and operational discipline Successful project delivery and continuous process improvements

Pay:

$75,000.00 - $100,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person