Ops Lead PC and SD Manager
$93,600–$136,000 year
Remote · United States
United StatesRemotePart Time$93,600–$136,000 yearMid LevelNot SpecifiedUnknown
Type
Part Time
Level
Mid Level
Education
Not Specified
Company size
Unknown
Job Summary
Ops Lead responsible for end-to-end MSP project delivery (order to go-live) and service desk operations. Own hypercare program management, SLA adherence, ticket queue health, and PSA hygiene while supervising a Project Coordinator and L1/L2 Service Desk staff. Requiresability to manage both project delivery and reactive support, with a focus on process documentation and continuous improvement across projects and tickets. This remote role is based in the USA.
Required Qualifications
- Have 3+ years in an MSP or IT services environment
- Hands-on experience with a PSA tool (ConnectWise, Autotask, HaloPSA, etc.)
- Can context-switch between project delivery and reactive support without losing grip on either
- Know what a good SLA matrix looks like — and how to hold a team to it
- Are comfortable owning client communication at the project and escalation level
- Have led or supervised a small technical team
Desired Qualifications
- 3+ years in an MSP or IT services environment
- Hands-on experience with a PSA tool (ConnectWise, Autotask, HaloPSA, etc.)
- Experience leading or supervising a small technical team
- Knowledge of SLA matrices and accountability for adherence
- Experience with MSP onboarding workflows (nice to have)
- PMP, CAPM, or ITIL certification (nice to have)
- Experience with hypercare onboarding programs (nice to have)
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.