Chief Operating Officer

Key responsibilities

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Operational leadership

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• Provide day-to-day leadership and management across all operational departments, including managed services/help desk, field service, project delivery, and print/imaging operations.
• Translate the company's strategic vision into clear operational plans, priorities, and measurable objectives.
• Establish, document, and continuously improve operational processes and standard operating procedures across all departments.
• Serve as the primary integrator across departments, resolving cross-functional bottlenecks and ensuring accountability.

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Service delivery & client experience

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• Own service delivery operations to ensure consistent, high-quality outcomes across managed IT and print/imaging clients.
• Set and enforce service level agreement standards, and client satisfaction metrics.
• Drive continuous improvement in processes across all departments, including finance, ticket handling, dispatch, project execution, and equipment installation/support.
• Ensure escalation processes are effective, and that recurring issues are addressed at the root cause.

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Financial & performance management

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• Own operational performance against budget, including service margins, labor utilization, and cost control.
• Partner with Finance to develop operational budgets, forecast resource needs, and monitor key financial and operational KPIs.
• Ensure profitability on contracts, projects, and service agreements, including protection of service margins on dealer- and vendor-sourced business.
• Identify and act on opportunities to improve operational efficiency and reduce waste.

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Team leadership & development

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• Lead, coach, and develop department managers and operational leaders, building a culture of accountability and continuous improvement.
• Establish clear roles, responsibilities, and performance expectations across operational seats.
• Identify staffing needs, support recruiting and onboarding, and build depth to eliminate single points of failure.
• Foster a positive, high-performance culture aligned with company values.

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Vendor, procurement & contract operations

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• Oversee procurement and vendor relationships related to hardware, equipment, and third-party service partners.
• Ensure equipment sourcing, installation logistics, and contract setup are executed accurately and profitably.
• Coordinate with sales and finance to ensure smooth handoff from sale to delivery and accurate contract configuration.

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Systems, technology & process improvement

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• Champion the effective use of business systems (ERP, CRM, PSA/RMM, and related tools) to drive operational visibility and efficiency.
• Lead initiatives to automate, standardize, and scale operational processes.
• Ensure accurate data flows across systems to support reporting and decision-making.

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Strategic contribution

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• Partner with the President/Owner and leadership team on long-term strategy, growth planning, and organizational development.
• Provide operational insight to inform strategic decisions, including expansion, new service lines, and capacity planning.
• Support the company through periods of growth, change, and process maturation.

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AI & automation leadership

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• Champion company-wide adoption of AI and automation as a core operating principle — setting the expectation that manual, repetitive work is systematically replaced by AI-assisted or automated workflows.
• Identify, evaluate, and pilot AI-driven capabilities across service delivery and back-office operations (e.g., e-automate reporting, collections, contract and meter analysis).
• Set measurable goals for AI-driven efficiency gains — cycle time, cost-to-serve, error rate — and hold department leaders accountable to them.
• Build AI fluency across the leadership team and staff, ensuring new tools are adopted responsibly and with proper data governance and security review.

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Qualifications

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Required

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• Bachelor's degree in business, Accounting, Operations, Information Technology, and related field, or equivalent experience.
• 7+ years of progressive operational leadership experience, with significant time in a management or executive role.
• Demonstrated experience leading operations in a managed IT service (MSP), technology, print/imaging, or comparable service-and-hardware business.
• Proven track record building and improving processes, managing P&L or operational budgets, and leading cross-functional teams.
• Strong understanding of service delivery models, SLAs, and recurring revenue operations.

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Preferred

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• Experience in both managed IT/MSP and print/copier/imaging operations.
• Familiarity with PSA/RMM platforms (e.g., ConnectWise), and ERP systems (e.g., e-automate).
• Experience operating within a structured operating framework (e.g., EOS/Traction).
• Experience scaling a growing, owner-led business.

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Competencies

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• Operational and systems thinking
• Financial and business acumen
• Leadership and people development
• Accountability and execution focus
• Problem-solving and decision-making
• Clear, direct communication
• Adaptability in a growing, changing environment
• An automation-first mindset