Operations Lead Technology Services (MSP/MSSP UCaaS Infrastructure AI)

Deliver Exceptional Client Experiences. Strengthen Processes. Enable High-Performance Teams.

We are a fast-growing established technology services organization specializing in managed IT & security (MSP/MSSP) UCaaS/voice systems structured cabling and infrastructure AI consulting and implementation and incident response.

We are seeking an Operations Lead with a strong technical foundation and proven leadership skills to enhance service delivery strengthen existing operational workflows support technicians and elevate our client experienceespecially for VIP and strategic accounts.

SUMMARY

The Operations Lead is responsible for ensuring the effective efficient and high-quality delivery of all client work across our MSP/MSSP UCaaS/voice structured cabling infrastructure AI solutions and incident response service lines. As a key member of the Executive Leadership Team this individual provides operational leadership and strategic insight while remaining deeply engaged in the day-to-day management required to support technicians guide teams and ensure outstanding client outcomes.

This role oversees the full operational lifecycle from resource planning scheduling technician enablement and systems integration workflows to project coordination service delivery alignment performance management and continuous optimization of how our teams execute work. The Operations Lead strengthens and refines existing processes develops new ones where gaps exist and ensures our operations meet the needs of a high-growth multi-disciplinary technology organization.

This leader also governs 247 alerting escalation and incident response readiness in accordance with client agreements and SLAs serves as a primary point of escalation for operational issues and works cross-functionally with engineering project management client success and leadership to anticipate needs resolve challenges and deliver exceptional standard and VIP client experiences.

To succeed the Operations Lead must be a business-minded technically fluent people-centered manager who elevates team performance maximizes utilization enhances profitability and ensures our clients consistently receive reliable proactive and high-quality service across all engagements.

KEY RESPONSIBILITIES

Exceptional Client Experience & VIP Delivery

• Drive a high-quality consistent client experience across all service lines.
• Create and maintain VIP service delivery programs for high-value clients.
• Ensure communication standards are met and escalations are handled promptly and professionally.
• Collaborate closely with leadership and account teams to anticipate client needs.

Operational Leadership & Process Governance

• Ensure all established processes and SOPs are followed by all operational teams.
• Conduct regular audits of workflows to identify opportunities for refinement or improvement.
• Create new SOPs where gaps existwithout reinventing successful existing processes.
• Ensure cross-functional clarity between MSP MSSP UCaaS cabling and project teams.

247 Alerting Monitoring & Escalation Management

• Develop maintain and govern 724 alerting workflows based on client SLAs and contractual obligations.
• Create response playbooks for critical events (P1/P2 outages voice issues infrastructure failures security events).
• Oversee on-call staffing readiness and escalation procedures.
• Validate monitoring systems alert routing and escalation chains regularly.
• Ensure rapid and effective responses to after-hours incidents.

Technical Understanding & Systems Integration Oversight

• Maintain working knowledge of systems integration networking UCaaS infrastructure and cabling workflows.
• Support accurate scheduling by understanding technician roles skillsets and technical requirements.
• Identify and remediate bottlenecks that impact operational efficiency or client experience.
• Partner with technical leads on workflow improvements and feasibility assessments.

Team Leadership & Performance Management

• Recruit onboard mentor and develop operational and technical team members.
• Maintain goal-setting frameworks check-ins performance reviews and coaching plans.
• Hold teams accountable while fostering a supportive and collaborative culture.
• Elevate technician effectiveness through documentation communication and process clarity.

Utilization Scheduling & Financial Awareness

• Improve billable utilization and productivity across technical teams.
• Forecast labor needs based on pipeline seasonal demand and client commitments.
• Optimize resource allocation without sacrificing service quality or employee well-being.
• Use financial and operational data to support decisions and report to leadership.

REQUIREMENTS

Technical & Industry

• 5 years of Operations Leadership in MSP/MSSP UCaaS cabling/infrastructure or similar technical services.
• Strong technical literacy across IT systems infrastructure voice/UCaaS networking and systems integration.
• Experience supporting scheduling and technician resource planning.

Operational Competencies

• Experience improving established operational processesnot just building from scratch.
• Familiarity with 247 alerting on-call schedules escalations and incident response workflows.
• Demonstrated ability to implement SOPs process improvements and measurable operational metrics.

Leadership & Culture

• Excellent communication coaching and conflict-resolution skills.
• Proven ability to build motivate and hold teams accountable.
• Ability to manage cross-functional relationships and drive alignment.

Financial & KPI Understanding

• Strong grasp of key operational metrics (utilization SLA adherence backlog health margins).
• Experience using financial insights to improve operational performance.

WHY JOIN US

• Influence the operational core of a growing technology organization.
• Work across diverse disciplines: MSP security UCaaS cabling AI projects and incident response.
• Lead a high-impact role that improves client outcomes employee experience and company performance.
• Opportunity to strengthen and scale processes within a mature but fast-evolving organization.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

EEO Statement:

Twinstate Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex national origin age disability or addition to federal law requirements Twinstate Technologies complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

Twinstate Technologies expressly prohibits any form of workplace harassment based on race color religion gender sexual orientation gender identity or expression national origin age genetic information disability or veteran status. Improper interference with the ability of Twinstate Technologies employees to perform their job duties may result in discipline up to and including discharge.