Operations Professional

The Operations Professional is a key role in ensuring smooth internal operations,
troubleshooting business challenges, and improving processes across multiple departments. This position requires a highly organized, detail-oriented, and strategic problem-solver with direct experience in the IT VAR/MSP industry. The ideal candidate has a deep understanding of the industry’s service and sales operations, distributor and manufacturer partnerships, procurement, government procurement contracts, and overall process management.

For candidates with extensive leadership experience and a proven track record of operational success in this industry, this position may quickly evolve into an Operations Manager with expanded responsibilities and oversight. The standard position is Operations Specialist.

*Industry-Specific Experience Required: This role is strictly for candidates with experience in IT VAR and/or MSP operations (e.g., business manager, business ops, sales ops, IT ops, and similar cross functional roles); further, your experience should be in a business that generates between $15M-$50M in annual revenues.

What will your role involve?

• Issue Resolution & Risk Mitigation
  • Serve as the go-to troubleshooter for a wide range of business and operational challenges.
  • Fix mistakes, oversights, or process deviations to ensure smooth day-to-day operations.
  • Take ownership of key operational issues, proactively implementing systems and safeguards to prevent future problems.
• Process Improvement & Operational Efficiency
  • Monitor and refine existing processes in collaboration with department heads and the VP of Operations.
  • Identify operational gaps, inefficiencies, and risks, implementing solutions that streamline workflows and enhance business performance.
  • Ensure internal teams follow established policies and procedures, stepping in to problem-solve when deviations occur.
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• Vendor & Contract Management
  • Review vendor partnership contracts, assess business models, and collaborate with leadership to make final decisions.
  • Become the go-to expert in our numerous Government procurement contracts.
  • Act as a liaison between vendors, customers, and internal teams to resolve or support contract-related or operational matters.
• Cross Departmental Collaboration
  • Work directly with sales, engineering, procurement, and financeteams to overcome roadblocks and resolve bottlenecks.
  • Provide clarity and guidance to teams on industry best practices, ensuring alignment with company goals.
  • Support accountability and efficiency across departments, ensuring teams meet operational needs.
• Reporting & Compliance
  • Manage monthly and quarterly contract reporting for sales under government procurement contracts.
  • Ensure general compliance with industry standards, internal policies, and financial best practices.
  • Maintain and improve operational documentation, ensuring clarity and accessibility for all relevant stakeholders.

To be most successful, you should possess traits including:

• Education & Experience (Mandatory Requirements)
  • 5+ years of experience in IT consulting, VAR, or MSP business operations with a focus on strategic process management, problem-solving
  • Experience in a wide range of business subjects including sales, technical or semi-technical work, procurement, finance, and vendor/government purchasing contracts.
  • Proven ability to analyze operational challenges and implement process improvements.
  • Experience working with a geographically dispersed team of 20-30 professionals, including leadership, sales, engineering, project managers, and service desk staff.
• Technical & Industry Knowledge
  • Strong understanding of business fundamentals, financial principles, and risk mitigation in an IT VAR/MSP business environment.
  • Experience with ConnectWise Manage PSA, Sell/CPQ, and BrightGauge (preferred but not required).
• Soft Skills & Work Ethic
  • Strategic thinker with the ability to resolve immediate issues while anticipating future risks and challenges.
  • Strong communication skills, ensuring operational clarity across teams and leadership.
  • Highly adaptable and resourceful, comfortable thinking outside the box to solve complex issues.
  • Detail-oriented and organized, with a focus on managing workflows, solving operational challenges, and putting safeguards in place.
  • Ability to work independently and take initiative in a fast-paced, high-expectation environment.