Vice President, Operations

CyberSheath Services International LLC is a rapidly growing managed services provider delivering cybersecurity and compliance services to the Defense Industrial Base (DIB). The Vice President of Operations will lead end-to-end service delivery across managed services, helpdesk, projects, security operations, and engineering to ensure a consistently high-quality client experience and scalable, profitable growth. This role blends strategic planning with hands-on execution, coaching leaders, strengthening processes, and driving measurable service performance.

• Lead day-to-day service delivery operations across helpdesk, security operations, and engineering.
• Design, implement, and continuously improve scalable operational processes, workflows, and performance standards.
• Partner with executive leadership, sales, customer success, and project management to support growth, profitability, and operational maturity.
• Mentor and guide operations leaders and staff to foster a high-performing, accountable culture.
• Oversee service delivery performance including responsiveness, efficiency, communication, and issue resolution.
• Establish and maintain transparent KPIs for ticket flow, escalations, and client-impacting issues to improve visibility and accountability.
• Reduce reactive support volume through improved standards, documentation, and proactive management.
• Oversee engineering, security, and helpdesk functions to ensure deliverables are properly scoped, scheduled, staffed, and completed on time.
• Manage priorities across implementations, escalations, client initiatives, and internal projects.
• Ensure technical delivery aligns with company standards and best practices.
• Improve key operational processes including ticket lifecycle management, escalation governance, inter-team handoffs, project coordination, and documentation quality.
• Use reporting and operational data to identify issues, surface risks early, and drive continuous improvement.
• Strengthen use of PSA, documentation, and service management tools to improve consistency and efficiency.
• Prepare and deliver executive and board-level reporting tied to operational performance, customer health, and delivery risk indicators.

• 10+ years of experience leading operations within an MSP, IT services firm, or similar technical services organization in a senior leadership capacity.
• Proven track record engaging with customer executives and internal leadership on operational strategy and performance.
• Expert 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.
• Strong understanding of MSP tools including ConnectWise and NinjaOne.
• Proven success leading managers, service teams, technical teams, and cross-functional departments.
• Strong communication, leadership, decision-making, organizational skills, and ability to thrive in a fast-paced growth environment.

• Work environment: virtual / remote.
• Role scope: leads end-to-end service delivery organization (managed services, helpdesk, projects, security operations, engineering).
• Performance focus: execution quality, customer retention, margin improvement, scalable growth.
• Employer: Equal Opportunity Employer.