The IT Operations Manager is responsible for the overall coordination, oversight, and continuous improvement of service delivery across the MSP organization. This role ensures that service desk operations, technicians, engineers, cabling resources, and operational processes are aligned, efficient, and delivering a high-quality client experience across all supported regions, with primary focus on Cleveland, Columbus, and Cincinnati.

This position plays a key leadership role in maintaining operational consistency, improving service performance, supporting team development, and ensuring client issues are resolved effectively and professionally. The IT Operations Manager works closely with Managed IT leadership to improve operational efficiency, scalability, accountability, and the overall client experience.

Core Areas of Responsibility

1. Service Delivery Oversight

Oversee day-to-day service delivery across managed clients and internal operational teams.

Ensure ticket flow, dispatching, escalations, and service execution are functioning efficiently.

Monitor SLA performance, response times, resolution times, and backlog trends.

Step in on major service issues, outages, or client-impacting incidents to ensure proper coordination and follow-through.

Maintain consistency in service standards across Cleveland, Columbus, Cincinnati, and any other supported service regions.

2. Team Leadership and Accountability

Provide direct leadership to service desk leadership, project engineering supervisors, cabling leadership, IT administrative resources, and project coordinators.

Hold team leaders and staff accountable to service expectations, productivity standards, communication requirements, and documentation standards.

Conduct regular check-ins, coaching, and performance conversations with direct reports.

Support employee growth through training, mentorship, development planning, and clear expectations.

Assist with staffing alignment, workload balancing, resource planning, and coverage across teams and locations.

3. Operational Process Ownership

Own and improve the operational processes that drive service delivery across the business.

Ensure incident management, escalation management, change management, problem management, dispatching, and service coordination processes are clearly defined and followed.

Establish consistency around documentation, ticket hygiene, internal communication, and knowledge management.

Identify inefficiencies or breakdowns in workflows and drive corrective action.

Help create scalable processes that support growth, operational maturity, and consistent client service.

4. Client Experience and Escalation Management

Serve as a senior operational escalation point for service-related client concerns.

Work closely with leadership and client-facing teams to address service issues, communication gaps, and recurring concerns.

Participate in client meetings, service reviews, and internal planning discussions when operational input is needed.

Ensure clients receive timely and professional communication during service disruptions, high-priority issues, and major changes.

Help maintain a service culture focused on responsiveness, ownership, professionalism, and client satisfaction.

5. Performance Management and Reporting

Track and review operational KPIs across the service organization.

Monitor key performance areas including SLA compliance, first response time, ticket resolution time, mean time to resolution, ticket backlog, escalation volume, technician utilization, and customer satisfaction.

Provide visibility to leadership on team performance, risks, bottlenecks, and improvement opportunities.

Use reporting and trend analysis to guide staffing decisions, process improvements, and operational priorities.

Establish accountability measures for team and departmental performance.

6. Technology and Service Operations Coordination

Maintain operational oversight of the teams supporting core technologies and services, including Microsoft 365, endpoint management and security, network infrastructure, backup and disaster recovery, field services, and low-voltage cabling.

Partner with technical leadership to ensure service readiness, supportability, and operational consistency.

Evaluate tools, automations, and workflows that can improve efficiency, visibility, and service delivery performance.

Support smooth coordination between support, project, cabling, onboarding, and administrative functions.

Ensure operational teams are aligned around company standards, client expectations, and service commitments.

7. Cross-Functional Coordination

Work closely with Directors of Managed IT, project management, project engineering, help desk leadership, cabling leadership, compliance resources, administrative staff, and sales or account management when operational input is needed.

Coordinate resources and priorities across teams to reduce missed handoffs, delayed work, and unclear ownership.

Support alignment between service delivery, project execution, client communication, and leadership priorities.

Ensure operational concerns are communicated early and clearly to the appropriate stakeholders.

Help create better communication between departments that directly impact client experience.

8. Continuous Improvement

Identify recurring issues, service trends, and operational pain points and turn them into improvement initiatives.

Drive better workflow efficiency, stronger accountability, and greater standardization across teams.

Reduce reactive work by promoting preventative action, process discipline, better documentation, and improved escalation flow.

Collaborate with leadership on operational strategy, scalability, staffing, and service delivery improvements.

Help build an organization that can grow while maintaining service quality, operational visibility, and client trust.

Leadership Expectations

The IT Operations Manager is expected to:

Lead with accountability, consistency, and professionalism.

Create structure and clarity for teams.

Address issues directly and constructively.

Drive follow-through on commitments, action items, and operational priorities.

Support collaboration across departments and service locations.

Balance client satisfaction with internal operational discipline.

Escalate risks early and communicate clearly with leadership.

Maintain focus on both short-term execution and long-term improvement.

Internal Working Relationships

This role works closely with:

Directors of Managed IT

Service desk leadership

Help desk technicians and dispatch resources

Project engineers and technical escalation staff

Cabling leadership and field resources

IT administrative and coordination resources

Project managers and project coordinators

Solutions Engineer and Compliance Engineer

Account management and client-facing leadership

Sales and onboarding teams as needed

Executive leadership on reporting, performance, and operational strategy

Success in This Role Looks Like

Strong SLA and service performance across teams.

Clear accountability throughout the service organization.

Reduced backlog, fewer missed handoffs, and better escalation flow.

Consistent operational execution across all locations.

Improved client communication and satisfaction.

Better team development and stronger management cadence.

Standardized processes that scale with the business.

Data-driven decisions and visible operational improvement over time.

Reporting Structure

Reports To: Director of Managed Services / Directors of Managed IT

Primary Direct Reports:

Help Desk Supervisor

Project Engineer Supervisors

Cabling Team Supervisors

IT Administrative Coordinator / IT Admin Team

Project Coordinators

Internal Focus Areas

This role is primarily accountable for:

Service delivery oversight

Team leadership and accountability

Operational process ownership

SLA and KPI performance

Client escalation management

Resource planning and workload alignment

Cross-team coordination

Service desk and field operations consistency

Operational reporting and continuous improvement

Project Engineer Supervisors

Compensation:

$75,000 - $85,000 annual

Potential $10,000 annual bonus

Core Areas of Responsibility

1. Client Technology Strategy and vCIO Support

Serve as a strategic technology advisor for assigned clients and prospects.

Assist in developing client technology roadmaps based on business goals, risks, infrastructure needs, security posture, compliance requirements, and budget considerations.

Participate in client business reviews, technology planning meetings, and strategic discussions.

Help clients understand current technology gaps, future needs, and recommended areas of investment.

Translate technical findings into practical business recommendations that clients can understand and act on.

2. Technical Discovery and Environment Assessment

Conduct technical discovery for prospects and existing clients.

Review client environments to assess infrastructure, network design, Microsoft 365 posture, cybersecurity tools, backup strategy, endpoint management, licensing, and operational maturity.

Identify risks, outdated systems, unsupported technologies, security gaps, and opportunities for improvement.

Document findings clearly and provide recommendations to internal teams and client-facing stakeholders.

Ensure discovery results are accurate, actionable, and aligned with company service standards.

3. Solution Design and Architecture

Design and recommend technical solutions that align with client needs, company standards, and operational supportability.

Support solution development across managed IT services, Microsoft 365 and cloud services, cybersecurity, backup and disaster recovery, network infrastructure, firewalls, switches, wireless, server and endpoint environments, VOIP solutions, and compliance-related technology needs.

Ensure proposed solutions are technically accurate, scalable, supportable, and aligned with the MSP’s preferred technology stack.

Collaborate with project and service teams to validate solution feasibility before proposal delivery.

4. Sales Engineering and Proposal Support

Support the sales team during technical conversations, discovery meetings, demos, and proposal development.

Help explain technical solutions, scope, value, and business impact to prospects and clients.

Provide technical input for proposals, statements of work, project scopes, and solution recommendations.

Assist in identifying upsell, cross-sell, and standardization opportunities within existing client environments.

Help ensure proposals are technically accurate and do not create unnecessary service delivery risk after the sale.

5. Client Roadmaps and Technology Planning

Build and maintain technology roadmap recommendations for key clients.

Prioritize recommendations based on risk, business impact, budget, lifecycle needs, security requirements, and client goals.

Coordinate with account management and leadership to align client strategy with service delivery and project planning.

Help clients plan for hardware refreshes, licensing changes, security improvements, cloud adoption, compliance needs, and infrastructure upgrades.

Ensure roadmap items are clearly documented, reviewed, and converted into actionable opportunities when appropriate.

6. Standards, Stack Alignment, and Best Practices

Help define and reinforce the company’s preferred technology standards and solution stack.

Evaluate whether recommended solutions align with internal support capabilities, vendor relationships, security standards, and operational processes.

Identify areas where clients are outside of standard and recommend paths toward better alignment.

Work with internal leadership to improve standard offerings, solution templates, proposal language, and technical recommendations.

Support consistency in how solutions are designed, sold, implemented, and supported.

7. Technical Escalation and Advisory Support

Serve as a senior technical resource for complex client strategy, design, or solution-related questions.

Assist internal teams when technical direction, design validation, or solution decision-making is needed.

Support client-facing technical escalations when strategic guidance or senior technical communication is required.

Help clarify whether an issue is a support problem, project need, strategic risk, or sales opportunity.

Provide guidance that helps internal teams make better technical and business decisions.

8. Sales-to-Operations Handoff

Ensure sold solutions are properly communicated to project, service, and operations teams.

Support clean handoff from sales to project delivery by documenting scope, assumptions, technical requirements, client expectations, and risks.

Help reduce misalignment between what was sold and what must be implemented or supported.

Participate in internal kickoff discussions when needed for larger or more complex opportunities.

Ensure the client experience remains consistent from discovery through proposal, approval, implementation, and ongoing support.

9. Cross-Functional Collaboration

Work closely with Sales, Account Management, IT Operations, Project Engineering, Help Desk, Compliance, and Managed Services leadership.

Partner with the IT Operations Manager to ensure proposed solutions are operationally supportable.

Partner with Director of Managed IT to align recommendations with company strategy, profitability, and service standards.

Coordinate with Project Engineers to confirm implementation requirements and technical approach.

Work with Compliance resources when client needs involve CMMC, HIPAA, NIST, cybersecurity frameworks, or audit readiness.

10. Continuous Improvement and Business Enablement

Identify trends across client environments that may indicate service gaps, tool needs, standardization opportunities, or new offering potential.

Recommend improvements to sales processes, discovery templates, solution standards, roadmap formats, and handoff procedures.

Help improve the organization’s ability to sell, deliver, and support solutions consistently.

Stay informed on relevant MSP technologies, vendor offerings, cybersecurity trends, compliance needs, and client business challenges.

Support the company’s growth by helping convert technical expertise into client value and operationally sound solutions.

Leadership Expectations

The Technical Account Manager (vCIO) is expected to:

Lead through technical credibility, business understanding, and sound judgment

Communicate clearly with both technical and non-technical audiences

Balance client needs, sales goals, operational supportability, and company standards

Provide practical recommendations that clients can understand and trust

Help prevent poorly scoped or unsupported solutions from being sold

Collaborate effectively across sales, service, project, and leadership teams

Identify risks early and communicate them constructively

Represent the company professionally in client-facing strategic and technical conversations

Internal Working Relationships

This role works closely with:

Director of Managed IT

IT Operations Manager

Sales team

Account Managers

Project Managers / Project Coordinators

Project Engineers

Solutions Engineer

Help Desk leadership

Compliance Engineer

Cabling and field service teams when infrastructure design is involved

Vendor partners and distributors

Client leadership and technical stakeholders

Success in this role includes:

Clients receive clear, valuable, and business-aligned technology guidance

Proposed solutions are technically accurate, supportable, and aligned with company standards

Sales has strong technical support during discovery, proposals, and client conversations

Client roadmaps are documented, actionable, and tied to meaningful business outcomes

Project and service teams receive clean handoffs with fewer scope gaps or surprises

Internal teams trust this role for senior technical guidance and solution validation

Clients view the company as a strategic technology partner, not just a support provider

Recommendations lead to better client outcomes, stronger retention, and increased project opportunities

Reporting Structure

Internal Focus Areas:

This role is primarily accountable for:

Client technology strategy

vCIO-style advisory support

Technical discovery and environment assessments

Solution design and architecture

Sales engineering and proposal support

Client roadmap development

Standards and stack alignment

Sales-to-operations handoff

Cross-functional technical collaboration

Continuous improvement of solution and advisory processes

Compensation:

$50,000 - $55,000 base annual salary

Potential up to $45,000 annual commissions

Key Responsibilities:

• Install, terminate, and troubleshoot cabling systems for security cameras and access control devices.
• Collaborate with project managers to understand installation requirements and specifications.
• Conduct site surveys to determine optimal installation locations for cabling and devices.
• Install and configure security cameras and access control solutions in compliance with industry standards.
• Ensure all installations are performed in accordance with health and safety regulations.
• Provide technical support and training for end-users as needed.
• Maintain accurate records of installation and service activities.
• Respond to service calls for troubleshooting and repair of cabling and security systems.

Qualifications:

• High school diploma or equivalent; technical certification in cable installation is a plus.
• Proven experience as a cable technician or similar role.
• Knowledge of low-voltage cabling and installation best practices.
• Familiarity with security camera systems and access control solutions.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Valid driver's license and reliable transportation.

What We Offer

• Comprehensive benefits, including medical, dental, vision, and life insurance.
• 401(k) Plan with company match.
• Opportunities for professional development.
• A supportive and collaborative work environment.

Job Type: Full-time

Benefits:

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

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Cleveland, OH 44114 (Required)

Work Location: In person

Pay Range: $45,000-$55,000 annually

The IT Technician is responsible for supporting both project-based onsite installations and day-to-day help desk service delivery across the Managed Services organization. This role serves as a hybrid resource that helps bridge implementation work and support operations by installing and configuring client equipment for projects while also resolving service tickets when not actively engaged in onsite project work.

The IT Technician plays an important role in maintaining service responsiveness, completing project work accurately, and supporting a positive client experience. This position is expected to handle common to moderately complex technical issues, complete onsite equipment installations, document work clearly, and coordinate closely with the help desk, project teams, and operations leadership.

1. Onsite Project Installation Support

• Install and deploy IT equipment onsite for client projects.
• Support implementation of firewalls, switches, access points, workstations, phones, and other network or end-user equipment as assigned.
• Assist with hardware replacements, office setups, equipment cutovers, and infrastructure rollout activity.
• Ensure installed equipment is mounted, connected, labeled, and brought online properly based on company standards.
• Coordinate with project engineers, cabling teams, and project coordinators to ensure onsite work is completed efficiently.

2. Configuration and Setup

• Perform basic to moderate configuration of installed equipment based on project scope and internal standards.
• Assist with setup of user devices, printers, phones, workstations, wireless devices, and related network-connected equipment.
• Support implementation tasks involving Microsoft 365 accounts, device enrollment, workstation deployment, and related setup activity.
• Validate that installed systems and devices are functioning properly before leaving site or handing off work.
• Escalate more advanced configuration issues when needed while maintaining ownership of assigned work.

3. Help Desk Ticket Resolution

• Resolve help desk tickets when not actively assigned to onsite project work.
• Provide support for common technical issues involving desktops, laptops, printers, Microsoft 365, user accounts, connectivity, and other supported technologies.
• Work assigned tickets from initial response through resolution or escalation.
• Maintain movement on assigned work and communicate appropriately regarding status, delays, and next steps.
• Support service delivery needs as priorities shift between project work and reactive support.

4. Client Support and Troubleshooting

• Troubleshoot technical issues in both onsite and remote support situations.
• Resolve issues within the expected scope of the role while following internal standards and documentation requirements.
• Identify when an issue should be escalated to a higher-level technician, engineer, or project resource.
• Assist with post-installation troubleshooting and cleanup when project-related issues arise.
• Help restore service and user functionality as quickly and professionally as possible.

5. Ticket Ownership and Documentation

• Take ownership of assigned support tickets and project-related tasks.
• Document work performed, troubleshooting steps taken, equipment installed, and relevant client communication clearly and accurately.
• Ensure tickets are updated consistently and reflect current status, actions taken, and resolution details.
• Support clean handoff of work to other team members when escalation or follow-up is needed.
• Maintain strong ticket hygiene and accurate records for both support and project activity.

6. Client Communication and Professional Representation

• Communicate with clients professionally during onsite visits, remote support sessions, and project activity.
• Provide updates on work being completed, status, timelines, and next steps as needed.
• Represent the company well through professionalism, preparedness, responsiveness, and accountability.
• Help create a positive client experience by being clear, organized, and dependable.
• Raise concerns when client expectations, project conditions, or support issues need additional leadership attention.

7. Coordination with Service and Project Teams

• Work closely with the Help Desk Dispatcher, Help Desk Supervisor, Project Engineers, Project Coordinators, and IT Operations Manager.
• Coordinate scheduling, work priority, and task handoff between support and project responsibilities.
• Support project teams when onsite installation work needs to align with broader project timelines.
• Support the service team by stepping into help desk responsibilities when project workload allows.
• Help maintain flexibility across the organization by contributing where operational need is highest.

8. Standards and Process Adherence

• Follow company standards for equipment installation, documentation, ticket handling, communication, and technical execution.
• Ensure onsite work is completed in a clean, organized, and supportable way.
• Follow internal processes for escalation, handoff, project readiness, and service delivery.
• Maintain consistency in how work is performed across clients and job types.
• Help reinforce operational discipline by executing work reliably and according to expectation.

9. Continuous Improvement and Technical Growth

• Continue building technical knowledge across networking, endpoint support, Microsoft 365, hardware deployment, and client support.
• Improve ability to work independently on both project and service-related technical tasks.
• Identify recurring issues, workflow inefficiencies, or technical obstacles and raise them appropriately.
• Participate in training, coaching, and development opportunities.
• Grow toward increased independence and readiness for more advanced technical roles over time.

Leadership Expectations

• Take ownership of assigned work.
• Be dependable in both onsite and support responsibilities.
• Communicate clearly and professionally.
• Maintain urgency while delivering quality work.
• Follow standards and document work consistently.
• Escalate issues appropriately and without delay.
• Adapt to changing priorities between project work and service work.
• Represent the company well in all client interactions.

Internal Working Relationships

• IT Operations Manager
• Help Desk Dispatcher
• Help Desk Supervisor
• Help Desk Technicians
• Project Engineers
• Project Coordinators
• Cabling / field resources
• Solutions Engineer as needed for advanced issues
• Directors of Managed IT as needed

Success in This Role Looks Like

• Onsite installations are completed accurately and professionally.
• Help desk tickets are resolved efficiently when project workload allows.
• Documentation is clear and complete.
• Equipment installs are clean, supportable, and aligned with standards.
• Clients have a positive experience during both support and project interactions.
• Work transitions smoothly between project and service needs.
• The role helps improve overall flexibility and responsiveness across the team.
• Technical skills and independence continue to improve over time.

Reporting Structure

Reports To: IT Operations Manager

Direct Reports: None

Internal Focus Areas

• Onsite installation of IT equipment
• Basic to moderate technical configuration
• Help desk ticket resolution
• Client troubleshooting and support
• Documentation and ticket quality
• Cross-team coordination
• Standards and process adherence

Technical development and growth

Pay Range: $40,000-$50,000 annually

If you’re a dedicated professional with technical expertise and a passion for customer service, we’d love to start the conversation!

Job Summary:

As a Field Service Technician, you will be responsible for providing on-site emergency repair and routine maintenance for copiers, printers, and other specialized industry-related devices.

Essential Functions:

• Perform routine maintenance and emergency repairs on multi-function devices.
• Maintain proper inventory of spare parts in the company-provided vehicle.
• Keep accurate electronic maintenance records for serviced devices.
• Manage daily workload within assigned territory to maximize productivity.
• Complete manufacturer and in-house technical training as required.

Qualifications:

• Excellent customer service and relationship-building skills.
• Valid driver’s license with a clean driving record.
• 2-year degree or diploma in electronics, computer-related fields, or equivalent experience preferred (but not required).
• Proficient in using laptops and crossover cables for troubleshooting.
• A+, Net+, or other related certifications are a definite plus.
• Strong electro-mechanical aptitude with experience using basic hand tools.
• Ability to interpret technical documentation and read schematics.
• Highly detail-oriented, self-motivated, and capable of working independently.

Benefits:

We offer a comprehensive Advantage Compensation Package, including:

• Major Medical, Dental, Vision, Life, and AD&D Insurance.
• Flexible Spending Account (FSA) / Health Savings Account (HSA).
• 401(k) retirement plan with company match.
• Employee Referral Bonus Program.
• Company vehicle.

Work Location:

• On-site across multiple client locations in the Cleveland area.

Job Type: Full-time

Ability to Relocate:

• Cleveland, OH 44114: Relocate before starting work (Required)

Work Location: On the road

Position Overview:

We are looking for a motivated Warehouse Delivery Associate with a clean driving record and a valid DOT physical card. The ideal candidate will have excellent customer service skills, the ability to communicate effectively, and a positive, can-do attitude. This role involves delivering and picking up office equipment, supplies, and furniture, performing basic setup tasks, and assisting with store operations when not on delivery routes.

Essential Functions:

• Perform daily pre-trip inspections using the sureFleet system, reporting any major mechanical issues before departure.
• Safely secure freight with blankets and straps to prevent damage during transit.
• Plan efficient truck loading to align with delivery routes.
• Maintain a delivery log, tracking time and mileage for each stop.
• Communicate proactively with customers, providing updates on estimated arrival times.
• Meet customers on-site, introduce yourself, and inspect the area where equipment will be placed.
• Verify power outlet compatibility before unloading equipment.
• Confirm goods against packing slips and serial numbers to ensure accurate deliveries.
• Obtain signatures from customers and verify equipment meter readings.
• Refuel and clean the truck daily upon returning to the shop.
• Assist with copier setup, furniture assembly, and general retail store tasks.
• Perform other duties as assigned.

Qualifications:

• Valid driver’s license and a clean driving record.
• Possess and maintain a valid DOT physical card.
• Ability to read and follow directions, use GPS, and navigate efficiently.
• Experience maintaining simple logs and records.
• Physically capable of lifting items over 100 pounds and operating a stair climber device safely.
• Dependable and able to follow work instructions with minimal supervision.
• Strong communication skills and a customer-focused mindset.
• Professional appearance and adherence to uniform and hygiene standards.
• Prior experience with computers and general office tasks is a plus.

What We Offer:

At Ohio Business Machines, we are proud to provide our employees with a competitive Advantage Compensation Package, which includes:

• Major Medical, Dental, and Vision Insurance.
• Life, AD&D, and Disability Insurance.
• Flexible Spending Account (FSA) / Health Savings Account (HSA).
• 401(k) retirement plan with company match.
• Employee Referral Bonus Program.
• A collaborative and supportive team environment with a focus on fun!

Job Type: Full-time

Benefits:

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

Ability to Commute:

• Cleveland, OH 44114 (Required)

Ability to Relocate:

• Cleveland, OH 44114: Relocate before starting work (Required)

Work Location: In person

Pay Range: $18 - $20, hourly