VP of Operation for growing MSP

TeamLogic IT, Naples/Sarasota, FL•Sarasota, FL

11d

About The Position

TeamLogicIT Naples is a premium Managed Service Provider (MSP) serving businesses primarily throughout Naples, Sarasota, and Lakewood Ranch, Florida, and beyond. We are seeking a Vice President of Operations to lead our service delivery organization and help build the next stage of operational excellence, accountability, and scale. Position Summary The Vice President of Operations is responsible for leading the day-to-day operations of the business across managed services, helpdesk, projects, and engineering. This executive will ensure a high-quality client experience, strong team accountability, operational consistency, and scalable internal processes that support profitable growth. This role requires a leader who can balance strategy and execution—someone who can improve systems, coach managers, hold teams accountable, and drive service delivery performance in a fast-paced MSP environment.

Requirements

Proven experience leading operations within an MSP, IT services firm, or similar technical services organization
Strong 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
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, projects, and engineering
Build and improve scalable operational processes, workflows, and standards
Partner with executive leadership to support growth, profitability, and long-term operational maturity
Oversee service delivery performance, including responsiveness, efficiency, communication, and issue resolution
Support the Service Delivery Manager and service team in meeting service expectations and operational goals
Improve visibility into team performance, ticket flow, escalations, and client-impacting issues
Help reduce reactive support volume through better standards, documentation, and proactive management
Oversee the project function to ensure projects are properly scoped, scheduled, staffed, and completed on time
Manage engineering priorities across implementations, escalations, client initiatives, and internal projects
Ensure technical delivery aligns with company standards and best practices
Support standardization across core platforms, including Microsoft 365, Azure, Azure Virtual Desktop, cybersecurity, backup, and infrastructure solutions
Ensure clients receive a consistent, professional, high-value service experience
Partner with leadership on strategic reviews, client planning, and service improvement initiatives
Improve and maintain key operational processes, including ticket workflows, escalations, handoffs, project coordination, and documentation standards
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