VP of Operation for growing MSP

Location: Sarasota or Naples FL

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 executionsomeone who can improve systems coach managers hold teams accountable and drive service delivery performance in a fast-paced MSP environment.

Key Responsibilities

Operational Leadership

* 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

Service Delivery Management

* 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

Project and Engineering Oversight

* 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

Client Experience and Retention

* Ensure clients receive a consistent professional high-value service experience
* Partner with leadership on strategic reviews client planning and service improvement initiatives

Process Reporting and Continuous Improvement

* 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

Required Qualifications

* 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

This is an opportunity to play a major leadership role in a growing high-end MSP focused on operational excellence client retention security and scalable service delivery. The right candidate will have the ability to make a meaningful impact on the business the team and the client experience.

If you have a background and skillset for IT and a determined mindset to overcome any obstacle youll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries flex know-how and resolve challenges with smart solutions. Thats a good thing since technology is always advancing creating an environment thats fast-paced and dynamic. When you work for a local office youre part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.

Were Committed to a People First Culture

Our philosophy is to support small- and medium-sized businesses across the country so they perform better grow faster and achieve more. As a result we are constantly providing our teams with the highest level of support training and career advancement opportunities in an industry that is constantly evolving.