Job Requirements
Herndon, VA
Clearance Unspecified Polygraph not specified
Mid Level Career (5+ yrs experience)
Salary not specified
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Job Description
MSP/MSSP Operations Manager
Location: Herndon, VA (onsite)
Overview
Looking for a MSP/MSSP Operations Manager for a small but fast growing cybersecurity and IT services firm. We deliver tailored solutions across three core lines of business: IT Services, Cybersecurity, and Compliance. Our clients range from small and mid sized businesses to regulated and enterprise environments. We are known for operational rigor, clear communication, and trusted client partnerships. As we continue to scale, we are building leadership that can provide structure today while shaping where the company goes next.
Role
Seeking an experienced MSP/MSSP Operations Manager to provide operational leadership and strategic direction across our managed services and security services business. This role is responsible for overseeing day to day service delivery while also helping define how our IT, cybersecurity, and compliance offerings evolve as the company grows.
This position requires prior leadership experience within an MSP and or MSSP environment, a strong understanding of regulated service delivery, and the ability to align people, process, and technology with business objectives. The Operations Manager will work closely with executive leadership to ensure consistent, scalable, and high quality service delivery across all lines of business.
Key Responsibilities
Operational Leadership
Lead and oversee daily MSP and MSSP operations including service desk performance, escalation management, and SLA adherence
Establish, document, and continuously improve standard operating procedures for IT services, cybersecurity operations, and compliance support
Ensure service delivery aligns with contractual obligations, regulatory requirements, and internal quality standards
Track operational KPIs and service metrics, preparing reports that support executive level decision making and long term planning
Provide strategic input on capacity planning, service scalability, and operational maturity as the company grows
Strategic Alignment Across Lines of Business
Provide operational oversight and coordination across IT Services, Cybersecurity, and Compliance offerings
Partner with executive leadership to translate business strategy into executable operational plans
Ensure consistency in service delivery models, tooling, and customer experience across all service lines
Identify gaps, risks, and improvement opportunities related to service delivery, compliance posture, and operational resilience
Client Success and Communication
Act as an escalation point for key client issues and service challenges
Participate in service reviews and operational discussions with clients as needed
Collaborate with account management and compliance teams to align service delivery with client goals and regulatory obligations
Review and contribute to client facing documentation including onboarding materials, service plans, and compliance related deliverables
Team Leadership and Development
Lead, mentor, and hold accountable technical and operational staff across MSP and MSSP functions
Support hiring, onboarding, training, and professional development for service delivery roles
Foster a culture of accountability, continuous improvement, and operational discipline
Process Optimization and Tooling
Own and optimize PSA, RMM, and security operations workflows
Identify opportunities for automation, standardization, and efficiency improvements
Support vendor management, tool selection, and procurement planning in alignment with operational and compliance requirements
Qualifications
Required
Proven leadership experience in an MSP and or MSSP environment
Demonstrated ability to manage and scale IT services and security operations
Strong working knowledge of IT infrastructure, cybersecurity operations, and compliance frameworks such as NIST, CMMC, ISO, or similar
Experience providing operational and strategic direction across multiple service lines
Excellent communication and leadership skills with the ability to bridge technical, operational, and business needs
Preferred
Certified CMMC Professional (CCP) certification
Experience supporting regulated or compliance driven environments
Background in building or maturing operational processes within a growing services organization
Location: Herndon, VA (onsite)
Overview
Looking for a MSP/MSSP Operations Manager for a small but fast growing cybersecurity and IT services firm. We deliver tailored solutions across three core lines of business: IT Services, Cybersecurity, and Compliance. Our clients range from small and mid sized businesses to regulated and enterprise environments. We are known for operational rigor, clear communication, and trusted client partnerships. As we continue to scale, we are building leadership that can provide structure today while shaping where the company goes next.
Role
Seeking an experienced MSP/MSSP Operations Manager to provide operational leadership and strategic direction across our managed services and security services business. This role is responsible for overseeing day to day service delivery while also helping define how our IT, cybersecurity, and compliance offerings evolve as the company grows.
This position requires prior leadership experience within an MSP and or MSSP environment, a strong understanding of regulated service delivery, and the ability to align people, process, and technology with business objectives. The Operations Manager will work closely with executive leadership to ensure consistent, scalable, and high quality service delivery across all lines of business.
Key Responsibilities
Operational Leadership
Lead and oversee daily MSP and MSSP operations including service desk performance, escalation management, and SLA adherence
Establish, document, and continuously improve standard operating procedures for IT services, cybersecurity operations, and compliance support
Ensure service delivery aligns with contractual obligations, regulatory requirements, and internal quality standards
Track operational KPIs and service metrics, preparing reports that support executive level decision making and long term planning
Provide strategic input on capacity planning, service scalability, and operational maturity as the company grows
Strategic Alignment Across Lines of Business
Provide operational oversight and coordination across IT Services, Cybersecurity, and Compliance offerings
Partner with executive leadership to translate business strategy into executable operational plans
Ensure consistency in service delivery models, tooling, and customer experience across all service lines
Identify gaps, risks, and improvement opportunities related to service delivery, compliance posture, and operational resilience
Client Success and Communication
Act as an escalation point for key client issues and service challenges
Participate in service reviews and operational discussions with clients as needed
Collaborate with account management and compliance teams to align service delivery with client goals and regulatory obligations
Review and contribute to client facing documentation including onboarding materials, service plans, and compliance related deliverables
Team Leadership and Development
Lead, mentor, and hold accountable technical and operational staff across MSP and MSSP functions
Support hiring, onboarding, training, and professional development for service delivery roles
Foster a culture of accountability, continuous improvement, and operational discipline
Process Optimization and Tooling
Own and optimize PSA, RMM, and security operations workflows
Identify opportunities for automation, standardization, and efficiency improvements
Support vendor management, tool selection, and procurement planning in alignment with operational and compliance requirements
Qualifications
Required
Proven leadership experience in an MSP and or MSSP environment
Demonstrated ability to manage and scale IT services and security operations
Strong working knowledge of IT infrastructure, cybersecurity operations, and compliance frameworks such as NIST, CMMC, ISO, or similar
Experience providing operational and strategic direction across multiple service lines
Excellent communication and leadership skills with the ability to bridge technical, operational, and business needs
Preferred
Certified CMMC Professional (CCP) certification
Experience supporting regulated or compliance driven environments
Background in building or maturing operational processes within a growing services organization
group id: 10529568