Vice President, Operations

CyberSheath•Reston, VA

14h•Remote

About The Position

CyberSheath Services International LLC is a rapidly growing Managed Services Provider primarily focused on providing Cybersecurity services to the Defense Industrial Base (DIB). We are excited about our growth and are looking to add a Vice President of Operations to our team. CyberSheath integrates compliance and threat mitigation efforts and eliminates redundant security practices that don’t improve and, in fact, may weaken an organization’s security posture. Our professionals help clients understand where to reduce unnecessary spend, where to invest strategically, and how to integrate existing initiatives into a cohesive security and compliance framework that delivers measurable outcomes. Successful candidates for CyberSheath are self-motivated, execution-oriented leaders who think creatively, solve problems independently, and thrive in high-accountability environments. Additionally, our most successful people are self-starters and willing to put on many hats in order to succeed. CyberSheath is fast-growing and seeks candidates who want to be part of our upward trajectory. Job Overview The Vice President of Operations is responsible for leading the end-to-end service delivery organization, including managed services, helpdesk, projects, security operations, and engineering. This leader will ensure a consistently high-quality client experience, strong operational discipline, clear accountability, and scalable processes that enable profitable growth. This role requires a leader who can balance strategic planning with hands-on execution —someone who can improve systems, coach managers, hold teams accountable, and drive service delivery performance in a fast-paced MSP environment.

Requirements

10+ years of experience leading operations within an MSP, IT services firm, or similar technical services organization in a senior leadership level capacity
Proven track record of engaging with customer executives, internal leadership teams collaboratively on operational strategy and performance
Expert understanding of managed services, helpdesk operations, project delivery, and technical escalation management
Experience managing service delivery metrics, SLAs, utilization, project performance, and client satisfaction
Working knowledge of Microsoft 365, Azure, cybersecurity services, backup and disaster recovery, and modern IT infrastructure environments
Demonstrated ability to improve and enforce operational processes, standards, and accountability
Strong understanding of MSP tools (including ConnectWise, NinjaOne) and IT infrastructure
Proven success leading managers, service teams, technical teams, and cross-functional departments
Strong communication, leadership, decision-making, and organizational skills
Ability to thrive in a fast-paced, growth-oriented environment while maintaining a high standard of execution

Responsibilities

Lead day-to-day service delivery operations across helpdesk, security operations, and engineering
Design, implement, and continuously improve scalable operational processes, workflows, and performance standards
Partner with executive leadership, sales, customer success, and project management to support growth, profitability, and long-term operational maturity
Foster a high-performing culture through the mentorship and guidance of Operations team leaders and staff
Oversee service delivery performance, including responsiveness, efficiency, communication, and issue resolution
Improve visibility into team performance with clear and transparent KPIs around ticket flow, escalations, and client-impacting issues
Help reduce reactive support volume through improved standards, documentation, and proactive management
Oversee the engineering, security and helpdesk functions to ensure customer deliverables are properly scoped, scheduled, staffed, and completed on time
Manage priorities across implementations, escalations, client initiatives, and internal projects
Ensure technical delivery aligns with company standards and best practices
Improve and maintain key operational processes including ticket lifecycle management, escalation governance, inter-team handoffs, project coordination, and documentation quality
Use KPIs, reporting, and operational data to identify issues and drive improvement
Strengthen the use of PSA, documentation, and service management tools to improve consistency and efficiency
Prepare and deliver executive and board-level reporting tied directly to operational performance, customer health, and delivery risk indicators