Operations Manager at Agile IT

San Diego, California, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Aug, 26

Salary

155000.0

Posted On

12 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

PSA Administration, Resource Management, Capacity Planning, Service Design, SLA Construction, Operational Reporting, Process Documentation, Project Intake, Financial Reporting, Stakeholder Management, MSP Operating Models, CMMC Compliance

Industry

IT Services and IT Consulting

Description

Company Description Agile IT is a Microsoft AOS-G partner and Cyber AB Registered Practitioner Organization (RPO) built for the Defense Industrial Base. As one of six original AOS-G resellers for GCC High and a C3PAO candidate, we help defense contractors meet CMMC compliance and operate securely in Microsoft cloud environments. Our customers build fighter jet components, naval propulsion systems, satellite payloads, and aerospace platforms that support the Department of War. We make sure their Microsoft environments are ready for the job. We are in a high-growth phase, and we are stacking the team to match. The next chapter is a compliance-oriented MSP, purpose-built for the regulated workloads our customers run. We are hiring the people who will build it. Job Description The Operations Manager owns the engine room of service delivery today and helps architect the compliance-oriented MSP we are building next. AutoTask is your home base. Moovila is your project execution layer. Resource capacity, project intake, utilization, and margin protection are your scorecard. Service design, SLA construction, and the operating model for a CMMC-aligned MSP are the build ahead of you. This is not a project management role. You manage the system, not the projects. Delivery Managers and Project Managers run engagements. You run the operation that lets them do it well, and you partner with the CEO and leadership team to define how managed services will be delivered, measured, and scaled at Agile IT. You will work side by side with the Delivery Manager, the PM, the Compliance Lead, the Solutions Architect team, and Finance. You will brief the CEO weekly on delivery health and serve as a core builder on the compliance MSP buildout. What You'll Own PSA System Ownership (AutoTask). Own AutoTask as the source of truth for service delivery. Configuration, workflows, ticket categories, time entry hygiene, billing accuracy, and reporting. Partner with Cordell Embry on platform optimization and with Finance on billing integrity. When the data is wrong, you are the one who finds out why and fixes it at the system level. Compliance MSP Build. Partner with the CEO, Compliance Lead, and Delivery leadership to design the operating model for a compliance-oriented MSP. Service catalog, tiering, SLAs, escalation paths, evidence collection workflows, customer reporting cadences, and the operational guardrails that let us deliver inside a CMMC-aligned environment without losing margin or speed. You will help decide what we sell, how we deliver it, and how we prove it. Project Intake and Sales-to-Delivery Handoff. Run the gate between a signed SOW and a kicked-off project. Validate scope, resourcing requirements, dependencies, and customer readiness. Schedule kickoffs. Confirm the right people are assigned with the right hours allocated. Catch scope gaps before they become change orders the customer resents. Resource Management and Capacity Planning. Maintain a clear, current view of engineer and architect capacity across the delivery team. Forecast capacity against the sales pipeline. Surface the staffing decisions the CEO and Delivery Manager need to make and when. Run the weekly resourcing meeting. Moovila and Project Execution Discipline. Own Moovila as the project execution platform. Ensure projects are set up correctly, tasks are sequenced, dependencies are mapped, and PMs are using the tool consistently. Drive adoption. Build the reporting that tells leadership which projects are healthy and which are not, before the customer tells us. Utilization, Margin, and Delivery KPIs. Build and maintain the operational scorecard for the delivery and managed services organizations. Utilization rates, project margin, MRR retention, SLA performance, on-time delivery, customer satisfaction, scope creep, and write-offs. Publish weekly. Investigate variances. Recommend the operational changes that move the numbers. Process and SOP Ownership. Document how delivery and managed services actually work at Agile IT. Build SOPs for project intake, kickoff, status reporting, change orders, project close, MSP onboarding, recurring service delivery, and customer handoff between project and managed services. Maintain them. Train the team on them. Audit adherence. Cross-Functional Coordination. Partner with Maggie on financial reporting tied to delivery and managed services (P&L by service line, project profitability, MRR, deferred revenue). Partner with Sales on pipeline-to-capacity visibility. Partner with the Client Success Program on customer transitions from project delivery into managed services. Qualifications Required 5+ years of operations experience in a Microsoft partner, MSP, MSSP, or professional services environment Direct experience building or scaling an MSP operating model (service catalog, SLAs, escalation, recurring delivery rhythms) Hands-on AutoTask, ConnectWise, or comparable PSA administration experience. AutoTask preferred. Demonstrated experience owning resource management and capacity planning in a services organization Strong working knowledge of project management platforms. Moovila, Smartsheet, or similar. Comfort building and presenting operational reporting to executives. You can defend your numbers. Excellent written and verbal communication. You can write a clean SOP and run a productive meeting. A scrappy, small-business-owner mindset. You fix the problem, then you fix the process. Preferred Experience operating in a GCC, GCC High, or CMMC-regulated environment Familiarity with NIST 800-171, CMMC Level 2 controls, and the evidence collection rhythm regulated customers require Familiarity with EOS, the L10 cadence, and Rocks-based quarterly planning Experience integrating PSA, accounting (QuickBooks or NetSuite), and CRM systems Background supporting a services business through a growth stage Additional Information This role reports directly to the CEO and sits at the operational center of the company. You will be in the room for leadership planning, EOS quarterly sessions, the compliance MSP buildout, and any decision that affects how we deliver. The CEO will invest in your development the way she invests in the rest of the leadership team. If you want to grow into a Director of Operations or COO seat as we scale the MSP, this is the path. Agile IT operates on the RISE values: Reliability, Integrity, Stewardship, Excellence. We expect every leader to hold the line on all four. Compensation: USD 120000 - USD 155000 - yearly

Responsibilities

The Operations Manager oversees the service delivery engine, managing PSA systems and resource capacity to ensure project profitability and efficiency. They are also responsible for architecting the operating model for a new compliance-oriented Managed Service Provider (MSP).