Operations Manager (Back To Business I.T.)
About The Position
As the Operations Manager at Back To Business I.T., you will have the opportunity to lead an exceptional team of technical professionals and ensure the highest quality of delivery, service and satisfaction to our valued customers. The Operations Manager will fuel BTBIT’s growth trajectory and enhance all aspects of operations through innovative thinking, inspired leadership, responsive service and adherence to our core values of Integrity, Client Focus, Client Partnership and Employee Welfare. This role will ensure consistent, high-quality service delivery across the help desk and professional services teams, improving operational performance through process and metric management, and driving a client-first culture rooted in accountability and continuous improvement. The ideal candidate is a strong people leader who understands MSP service delivery and can translate operational goals into practical workflows that improve client experience, team efficiency, and business outcomes. BTBIT’s Operations Manager will be a fluent communicator who is committed to translating and demystifying technical concepts for non-technical users, training and inspiring teams, embracing change continuously and pivoting fearlessly in pursuit of growth.
Requirements
- Exceptional communication skills and passion for customer service.
- Ability to translate and demystify technical concepts for non-technical audiences.
- Demonstrated success as a pragmatic problem solver with experience applying technical solutions to achieve operational success.
- Associate’s or Bachelor’s Degree in Computer Science or related area.
- 15+ years of experience including at least five years as a technical practitioner and five years successfully leading/managing teams.
- Experience leading/driving significant growth of a MSP firm.
- Proven success managing service delivery using ConnectWise. Fluency with ConnectWise is required.
- Strong understanding of: Ticketing workflows, dispatching, escalations, and SLA management
- Strong understanding of: IT service delivery best practices (ITIL concepts helpful)
- Strong understanding of: Metrics-driven management and continuous improvement
- Candidates must be U.S. Citizens.
Nice To Haves
- ITIL Foundation or experience implementing ITIL-aligned processes.
- Experience with CSAT programs, service reviews/QBRs, and client retention initiatives.
- Experience supporting security/quality frameworks (e.g., ISO, CMMC, HIPAA).
- Experience leading operational change management, documentation improvement, or automation initiatives.
Responsibilities
- Oversee day‑to‑day operations, ensuring service delivery, help desk performance, and project execution meet established quality standards and client expectations.
- Manage and optimize service delivery workflows, including ticket triage, escalation paths, dispatching, and resource allocation.
- Lead, mentor, and develop technical and support staff, fostering a high‑performance, customer‑focused culture.
- Implement and maintain ITIL‑aligned operational processes (incident, problem, change management).
- Work closely with the technical leadership team to prioritize workload, manage capacity, and align resources with client needs.
- Ensure consistent, high‑quality client experience, including managing escalations and communicating updates with professionalism.
- Contribute to continuous improvement initiatives, including automation, documentation enhancements, and process standardization.
- Oversee onboarding of new clients, ensuring smooth transitions, accurate documentation, and alignment with service delivery processes.
- Collaborate with sales and account management to support service scoping, renewals, and expansion opportunities.
- Maintain compliance with internal policies, security standards, and contractual obligations.
- Participate in budgeting and forecasting, supporting staffing plans, tool investments, and operational expenditure tracking.
- Lead operational meetings and staff engagement opportunities.
- Champion adoption of MSP tools and processes, such as RMM, PSA, monitoring platforms, and reporting systems.
Benefits
- Employee referral bonus
- Employee bonuses based on employee contributions and Greentree’s yearly performance
- Core Benefits 100% paid by Greentree: Employee Medical Premium on the High Deductible Health Plan (HDHP), Basic Life Insurance and AD&D, Short-Term Disability (STD), Long-Term Disability (LTD), Health Reimbursement Account (HRA), 401(k) Match, Job-Related Certifications, and Training Programs
- Elected Benefits: Medical, Dental, Vision, HSA, FSA, Voluntary Term Life, 401(k) (Roth and Pretax available)
- PTO
- Flexible Schedules
- Holidays
- Paid Parental Leave
- Paid Training and Development
- Job-related tuition reimbursement contributions for those in higher-level education programs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
