Operations Manager (Hands‑On MSP Leadership)

Company Overview
ABOUT MTG AV & IT PROFESSIONALS

MTG IT Professionals is a seasoned managed services provider based in Bensalem, PA, delivering Emerging Technologies, enterprise‑grade IT and Infrastructure solutions to mid‑market organizations across the region. We operate with a client‑first mindset, a culture of accountability, and a commitment to technical excellence. Our typical client starts as a managed IT customer and evolves into a partnership that has MTG designing, installing and maintaining all things from IT related, Access Control, CCTV to custom solutions for AV and Theatrical.

As we scale, we are seeking a hands‑on Operations Manager who can lead our people, strengthen our service delivery engine, and modernize how our systems and workflows operate. This role is ideal for a passion driven decisive Technology Enthusiast who understands mid‑market technology environments, develops people intentionally, and can translate the owner’s vision into daily execution.

THE ROLE

Reporting directly to the Owner, the Operations Manager will be MTG’s senior operational leader, responsible for daily service delivery, team development, client satisfaction, and cross‑system modernization. This is not a desk‑only leadership role. You will be deeply involved in the operational trenches: dispatch, escalations, ticket flow, project execution, and client communication.

You will serve as the connective tissue between ownership, the technical team, and our clients, ensuring that strategy becomes action, people are supported and developed, and operations run with discipline and clarity.

Key Responsibilities - Duties

• Hands‑On Service Delivery Leadership
• Oversee daily MSP operations including dispatch, scheduling, ticket flow, triage, and SLA adherence
• Act as the escalation point for complex technical and client issues
• Support engineers directly during high‑priority incidents or project bottlenecks
• Ensure documentation standards are followed and continuously improved
• Oversee procurement, vendor relationships, and RMA processes

Client‑Facing Responsibilities

• Lead QBRs and strategic client conversations
• Support renewals, expansions, and service alignment discussions
• Serve as the operational face of MTG for key accounts
• Ensure client expectations are met through proactive communication and accountability

Team Development & Leadership

• Lead, mentor, and develop a hands‑on team of technicians and engineers
• Build structured career paths, skills matrices, and certification roadmaps
• Conduct regular one‑on‑ones, performance reviews, and growth‑focused conversations
• Identify high‑potential team members and create advancement opportunities

AI & Systems Modernization

• Integrate PSA, RMM, CRM, documentation, and billing systems into a unified operational ecosystem
• Evaluate and implement AI‑powered tools to automate workflows and improve decision‑making
• Build AI literacy across the technical team
• Champion modernization initiatives that reduce friction and increase efficiency

Operational & Financial Accountability

• Own operational KPIs including SLA performance, ticket metrics, and client satisfaction
• Manage labor utilization, project profitability, and service margins
• Support budgeting, forecasting, and resource planning
• Ensure operational processes are documented, repeatable, and continuously improved

BUILDING THE TEAM IS CENTRAL TO THIS ROLE

• Structured mentorship and skills development for field technicians and engineers
• Defined career tracks so every team member knows where they can grow
• Certification support and training investments to keep the team current and competitive
• A coaching leadership style that develops people — not just manages them

AI & SYSTEMS MODERNIZATION IS A STRATEGIC PRIORITY

• Lead cross-system integration efforts to unify MTG’s operational platforms and eliminate silos
• Evaluate and implement AI-driven tools that automate repetitive workflows and surface actionable insights
• Build internal AI fluency — ensuring the technical team is equipped to leverage these tools in the field and in delivery
• Serve as the internal champion for thoughtful, practical technology modernization across the business

MID‑MARKET TECHNICAL ENVIRONMENT (WHAT YOU’LL OVERSEE)

Our clients typically operate in environments that include:

IT Services:

• Managed IT Services
• Windows, Linux and MAC Environments
• ConnectWise, Screen Connect, PRTG
• Hosted Services:
• Microsoft 365, Hosted VoIP, etc…
• Server Design and Deployments
• VMware and Hyper‑V virtualization
• Domain Controllers, Appliances
• Security
• Fortinet, Cisco (Meraki & ASA), Barracuda, Palo Alto
• Switching:
• Aruba, Cisco, UniFi
• Backup/DR:
• Barracuda, Nakivo, Veeam, Datto, Acronis
• Endpoint security and MDR platforms
• ESSET, Open DNS, Malware Bytes

Access Control

• AIPHONE, Ubiquiti
• A/V Ecosystems:
• Design, Procure, Installation and Management of A/V Systems
• Corporate Boardrooms, Theatrical, Digital Signage
• Q-Sys by QSC, Logitech Systems, and Pro-Audio Gear

Cabling Infrastructure

• Design and Installation of Copper and Fiber Cabling for WiFi, Data Centers, CCTV, Theatrical, WISP
• Deployment of Large Scale IT Projects

Qualifications

• 12+ years of progressive leadership experience in an MSP or mid‑market IT services environment
• Proven success building and developing hands‑on technical teams
• Experience managing daily MSP operations (dispatch, ticket flow, escalations, SLAs)
• Strong understanding of mid‑market IT environments and modern MSP tooling
• Experience with PSA/RMM platforms (ConnectWise, Autotask, N‑Central, NinjaOne, etc.)
• Demonstrated ability to manage utilization, margins, and project profitability
• Experience designing training programs, skills matrices, or certification paths
• Familiarity with AI‑powered tools and automation platforms
• Excellent communication and client‑facing skills
• Infrastructure (Cabling Plant: Copper, Fiber)
• AV systems integration experience is a plus
• Bachelor’s degree preferred but not required

Pay: $135,000.00 - $165,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Work Location: In person