Operations Manager - MSP & IT Consulting Services

Class IV is looking for a highly organized, process-minded Operations Manager to help build and manage the operating layer between our founder, clients, technicians, vendors, finance/admin, and internal systems. This is a fully remote position, reporting directly to the CEO. This is not a technical engineering role, and it is not a passive coordination role. The Operations Manager will own operational visibility, accountability, follow-through, Service Delivery coordination, and process adoption across the entire business.

Responsibilities:

A core responsibility of the Operations Manager is to ensure all work is clearly classified, routed, tracked, and aligned with billing visibility across the business. This includes driving consistent categorization of work based on defined scope and project type to support accurate tracking and billing. This role is responsible for creating and upholding operational standards across the team, ensuring work is properly structured and reflected across ClickUp, NinjaOne, Harvest, and internal reporting systems. Core work scopes include:

• Recurring Managed Services / Client Maintenance: regular subscription-based client support such as password resets, printer issues, user support, and routine troubleshooting.
• Planned Client Change Work: scheduled updates, fixes, improvements, maintenance, configuration changes, or environment adjustments.
• Client Projects / Billable Work: scoped client work outside recurring support, including migrations, implementations, policy packages, infrastructure upgrades, and other approved projects.
• Internal Business Operations / Improvement Work: Class IV internal work such as SOPs, onboarding, ClickUp structure, reporting, automation, hiring, training, and internal process improvements.

Additionally, the Operations Manager manages the Tech Team and owns Service Delivery Operations. This includes maintaining clear visibility across active clients, open work, delivery commitments, and operational risks, while ensuring work is progressing, ownership is defined, and client needs are consistently advancing. This includes:

• Task & Accountability Management: Enforce task hygiene across ClickUp and related systems. Tasks should have clear owners, deadlines or ETAs, next steps, context, and definitions of done.
• Escalation Routing & Follow-Through: Operational triage point for escalation, coordination, and follow-through. Route technical issues to the right person, make sure escalations include context, and track issues through resolution.
• Client Communication, Reporting & QBRs: Support a consistent client communication rhythm, including status updates, monthly reports, QBR coordination, agendas, follow-up notes, and action items. The goal is for clients to experience proactive, clear, and reliable communication.
• Process Adoption & Documentation: Create processes, identify process improvements, and enforce best practices. Ensure SOPs are followed, recurring issues are documented, and client/account information is stored in the right places.

Required Experience & Skills

• Professional English proficiency (required) — Must be able to communicate fluently in spoken and written English, including leading client meetings, handling professional email correspondence, documenting technical processes, and collaborating with U.S.-based clients and internal teams.
• 3-5 years in MSP, consulting and/or B2B services (hourly or project based billing), or IT consulting operations.
• Process design experience — Prior experience building and implementing SOPs, workflows, and operational systems before (not just followed them).
• Client-facing professionalism — Extremely comfortable representing the company on calls, emails, and in client meetings.
• Tool proficiency—Experience with PSA platforms or documentation workflow tools (e.g. Notion, Clickup), project management tools, and documentation systems.
• Self-directed execution — Complete ownership of the Service Delivery as well as the internal Tech team. You see gaps and fill them without being asked.
• Financial operations exposure — Experience speaking the basic language of profitability for Service Companies and leveraging billable technical resources effectively.

Job Types: Full-time, Part-time, Contract

Work Location: Remote