Director of Operations

$90,000 - $120,000/Yr

Veritas It Solutions - Needham, MA

Full-time - Manager

Needham, MA

About the position

The Director of Operations at Veritas IT Solutions is responsible for overseeing the management of various departments, ensuring operational efficiency, and fostering a positive company culture. This role involves direct management of leadership teams, setting performance standards, and developing strategies that align with the company's business objectives. The Director will also act as a point of escalation for key clients and ensure compliance with industry regulations.

Responsibilities

• Manage direct reports of various positions, such as Leadership, Supervisors, and Managers of key departments.
• Manage Leadership workload and delegate tasks as needed to various team members.
• Manage Company Culture and Staff Morale.
• Manage Departmental Budgets and Allocate Resources Effectively.
• Set performance standards, goals, and objectives.
• Perform periodic performance reviews for each direct report which will determine compensation and periodic bonus distribution amounts.
• Mentor direct reports and ensure they are empowered to mentor, educate, and cross-train their direct reports.
• Ensure a high level of end-user satisfaction through ownership, resolution, and leadership.
• Work accurately in a fast-paced, hectic, ever-changing environment with strong attention to detail.
• Multitask across systems and applications, analyze and resolve various business issues, and clear pathways for direct reports in order to facilitate a culture of success.
• Develop and implement operational strategies that align with the company's business objectives.
• Oversee long-term planning and ensure operations are optimized for scalability and efficiency.
• Lead, mentor, and manage operations teams, support teams, finance teams and sales support teams.
• Foster a culture of collaboration, accountability, and continuous improvement within the team.
• Ensure that all managed services are delivered to clients according to service-level agreements (SLAs).
• Stay updated on emerging technologies and trends to recommend new solutions that can improve service offerings.
• Act as a point of escalation for key clients, ensuring their concerns are addressed promptly.
• Ensure all MSP practices comply with industry regulations, standards, and best practices.
• Develop and implement reports on operational performance, KPIs, and service delivery metrics to senior leadership.
• Work closely with sales and marketing teams to align operations with client acquisition efforts.
• Provide input on service offerings, pricing models, and new market opportunities based on operational capacity.
• Ownership of all vendors, tools, software, and hardware standards for the company, as well as management of all SMEs on staff.
• Work to facilitate a culture of excellence among all team members, to provide an exceptional experience for all customers and employees.
• Execute on vision of the CEO and provide valuable feedback regarding milestones, goal dates, and resources.

Requirements

• At least four years of experience in a professional IT environment
• At least eight years in supervisory or management role, managing high-level employees such as supervisors and/or managers
• Expert-level knowledge of all company tools, customers, and resources
• Excellent communication skills over the phone, email, text, or chat
• Resourceful, can work independently with minimal supervision
• Strong organizational, analytical, and time-management skills
• Excellent inter-personal skills - must be able to interact, motivate, and encourage all different personality types towards success
• College Diploma or equivalent relevant experience

Nice-to-haves

• Supervisor / Management experience with direct reports.
• Good understanding of networking concepts, remote desktop, anti-malware, firewalls, ISP routers, and VPN.
• Good understanding of standard MSP tools, systems, and vendors.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off