Director of MSP Operations & Growth

Role Summary :

We are seeking a seasoned, ambitious, and highly skilled Director of Managed Service Provider (MSP) Operations & Growth to lead and scale our IT division. This executive role blends strategy, technical expertise, and P&L accountability, overseeing service delivery for our existing clients, driving revenue growth, and scaling the technical team and processes for future expansion.

The ideal candidate has deep experience in the MSP space and is technically proficient enough to personally resolve complex, multi-platform infrastructure challenges.

Technical Qualifications (Must Be Proficient) :

The candidate must be self-sufficient in managing enterprise IT environments across hybrid and cloud platforms :

Operating Systems & Identity : Expert in Windows Server environments, Active Directory, and Microsoft Exchange (on-premises and hybrid).

Cloud Ecosystems : Advanced experience with Office 365 (Exchange Online, SharePoint, Teams), Azure (IaaS, networking, security), and AWS (compute, networking, security).

Virtualization : Hands-on with VMware (enterprise) and Proxmox (open-source) virtualization platforms.

Networking & Security : Strong knowledge of VLANs, routing protocols, firewall management, and endpoint / email security (SentinelOne, Proofpoint).

Data Integrity : Proven ability to implement and manage backup and disaster recovery solutions.

Leadership & Strategic Responsibilities :

MSP Division Management :

Client Oversight : Serve as the final escalation point and strategic advisor for all clients. Ensure high-quality remote and onsite support, meeting SLA, CSAT, and NPS targets.

Sales Enablement & Growth : Collaborate with the sales team, providing technical expertise to close new business and expand recurring revenue (MRR).

Team Development & Scaling :

Hiring & Mentorship : Lead recruitment, training, and mentorship of technical staff to support business growth.

Process Optimization : Implement ITIL-based best practices (Incident, Change, Problem Management) to improve technician efficiency and reduce Mean Time to Resolution (MTTR).

VoIP Service Provider Support :

Act as the primary technical liaison for a sister VoIP company. Provide advanced support for VoIP infrastructure and ensure seamless network integration for voice services.

Why Join Us :

This is an opportunity to lead a dynamic IT division, influence business growth, and shape the future of our MSP operations in a hands-on, technically challenging environment.