Location: Sarasota or Naples, FL

TeamLogicIT Naples is a premium Managed Service Provider (MSP) serving businesses primarily throughout Naples, Sarasota, and Lakewood Ranch, Florida, and beyond.

We are seeking a Vice President of Operations to lead our service delivery organization and help build the next stage of operational excellence, accountability, and scale.

Position Summary
The Vice President of Operations is responsible for leading the day-to-day operations of the business across managed services, helpdesk, projects, and engineering. This executive will ensure a high-quality client experience, strong team accountability, operational consistency, and scalable internal processes that support profitable growth.

This role requires a leader who can balance strategy and execution—someone who can improve systems, coach managers, hold teams accountable, and drive service delivery performance in a fast-paced MSP environment.

Key Responsibilities

Operational Leadership

* Lead day-to-day service delivery operations across helpdesk, projects, and engineering
* Build and improve scalable operational processes, workflows, and standards
* Partner with executive leadership to support growth, profitability, and long-term operational maturity

Service Delivery Management

* Oversee service delivery performance, including responsiveness, efficiency, communication, and issue resolution
* Support the Service Delivery Manager and service team in meeting service expectations and operational goals
* Improve visibility into team performance, ticket flow, escalations, and client-impacting issues
* Help reduce reactive support volume through better standards, documentation, and proactive management

Project and Engineering Oversight

* Oversee the project function to ensure projects are properly scoped, scheduled, staffed, and completed on time
* Manage engineering priorities across implementations, escalations, client initiatives, and internal projects
* Ensure technical delivery aligns with company standards and best practices
* Support standardization across core platforms, including Microsoft 365, Azure, Azure Virtual Desktop, cybersecurity, backup, and infrastructure solutions

Client Experience and Retention

* Ensure clients receive a consistent, professional, high-value service experience
* Partner with leadership on strategic reviews, client planning, and service improvement initiatives

Process, Reporting, and Continuous Improvement

* Improve and maintain key operational processes, including ticket workflows, escalations, handoffs, project coordination, and documentation standards
* Use KPIs, reporting, and operational data to identify issues and drive improvement
* Strengthen the use of PSA, documentation, and service management tools to improve consistency and efficiency

Required Qualifications

* Proven experience leading operations within an MSP, IT services firm, or similar technical services organization
* Strong understanding of managed services, helpdesk operations, project delivery, and technical escalation management
* Experience managing service delivery metrics, SLAs, utilization, project performance, and client satisfaction
* Working knowledge of Microsoft 365, Azure, cybersecurity services, backup and disaster recovery, and modern IT infrastructure environments
* Demonstrated ability to improve and enforce operational processes, standards, and accountability
* Proven success leading managers, service teams, technical teams, and cross-functional departments
* Strong communication, leadership, decision-making, and organizational skills
* Ability to thrive in a fast-paced, growth-oriented environment while maintaining a high standard of execution

This is an opportunity to play a major leadership role in a growing, high-end MSP focused on operational excellence, client retention, security, and scalable service delivery. The right candidate will have the ability to make a meaningful impact on the business, the team, and the client experience.