CyberSheath - Vice President, Operations
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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 • Execution-Driven : You don’t pass problems along; you fix them. • Execution-Driven : • Organized & Disciplined : You structure your day, know your metrics, and guide internal teams with clarity. • Organized & Disciplined : • Customer-Focused : You know how to speak to business leaders and ensure our services and team drive real customer value. • Customer-Focused : • Accountable : You take full ownership of customer outcomes and internal execution, even when it’s messy. • Accountable : • Proactive Communicator : You don’t wait for things to break—you see risk coming and address it early. • Proactive Communicator : • Process-Oriented but Flexible: You follow the playbook, but you’re always looking for ways to improve and scale it. • Process-Oriented but Flexible:
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 • Service Delivery Management • 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 • Functional Leadership • 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 • Process, Reporting, and Continuous Improvement • 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
Benefits
• Opportunity to shape and scale the operational backbone of a high-growth cybersecurity and compliance services company • shape and scale the operational backbone of a high-growth cybersecurity and compliance services company • Strengthen all relationships (internal and external), top to bottom - with the authority to make things happen. • Work at the heart of compliance, cybersecurity, and managed IT for mission-critical clients in the defense industrial base. • Access to a complete set of tools and data; you just need to take initiative, act, and identify areas of opportunity. • Work remotely in a high-performance culture with a team that shares your standards. • Be measured on what matters: execution quality, customer retention, margin improvement, and scalable growth • What Success Looks Like • Operations organization operating with structure, accountability, and predictable execution rhythms • Positive and consistent customer experience across all service lines • Risks surfaced early and mitigated before becoming churn or delivery failures • SOPs actively followed, refined, and scaled across teams • Leadership has clear visibility into customer health, operational KPIs, and delivery performance • Operational metrics consistently tracked, reviewed, and improved • Work Environment • Work Environment • A virtual work environment
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