VP of Operations
Brightworks IT•New York, NY
•Onsite
About The Position
We are seeking an experienced VP of Operations to oversee and optimize the day-to-day operations of our managed services business. This role reports directly to the CEO and is responsible for driving operational excellence across all subsidiary offices, improving service delivery, managing P&L performance, and scaling our operational infrastructure to support continued growth.
Requirements
- 7+ years of operations leadership experience in IT services, MSP, or technology companies
- Proven track record managing multi-site, multi-team operations
- Experience with MSP tools and platforms (ConnectWise Manage, Datto, Auvik, SentinelOne, IT Glue)
- Strong financial acumen — experience managing budgets, margins, and P&L
- Excellent leadership, communication, and organizational skills
- Experience building and scaling operational processes in high-growth environments
- Bachelor's degree required
Nice To Haves
- Prior experience as COO, VP of Operations, or Director of Operations at an MSP
- Familiarity with ITIL frameworks and IT service management best practices
- M&A integration experience (we are actively acquiring MSPs)
- Experience managing 50+ employees across multiple locations
- MBA or equivalent preferred
Responsibilities
- Oversee daily operations across all Brightworks IT offices and subsidiaries nationwide
- Own P&L performance for the operations division
- Develop and implement scalable processes, SOPs, and KPIs for service delivery
- Lead, mentor, and develop regional operations managers and technical teams
- Drive client satisfaction and retention through operational improvements
- Manage vendor relationships and negotiate service contracts
- Collaborate with sales and account management to support revenue growth
- Oversee resource planning, capacity management, and workforce optimization
- Implement and improve PSA/RMM tooling (ConnectWise, Datto, SentinelOne) to increase efficiency
- Report on operational metrics and strategic initiatives to executive leadership
- Standardize service delivery across all subsidiary locations
- Establish and enforce SLA compliance, escalation procedures, and quality standards
Benefits
- Competitive base salary + performance bonus
- Health, dental, and vision insurance
- 401(k) with company match
- PTO and paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Number of Employees
1-10 employees
