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 experience-especially 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 24×7 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 exist-without reinventing successful existing processes.
Ensure cross-functional clarity between MSP, MSSP, UCaaS, cabling, and project teams.
24×7 Alerting, Monitoring & Escalation Management
Develop, maintain, and govern 7×24 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 processes-not just building from scratch.
Familiarity with 24×7 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 genetics. In 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.
