Vice President, Operations
CyberSheath Services International LLC is a rapidly growing Managed Services Provider primarily focused on providing Cybersecurity services to the Defense Industrial Base (DIB). We are excited about our growth and are looking to add a Vice President of Operations to our team.
CyberSheath integrates compliance and threat mitigation efforts and eliminates redundant security practices that don’t improve and, in fact, may weaken an organization’s security posture. Our professionals help clients understand where to reduce unnecessary spend, where to invest strategically, and how to integrate existing initiatives into a cohesive security and compliance framework that delivers measurable outcomes.
Successful candidates for CyberSheath are self-motivated, execution-oriented leaders who think creatively, solve problems independently, and thrive in high-accountability environments. Additionally, our most successful people are self-starters and willing to put on many hats in order to succeed. CyberSheath is fast-growing and seeks candidates who want to be part of our upward trajectory.
Job Overview
The Vice President of Operations is responsible for leading the end-to-end service delivery organization, including managed services, helpdesk, projects, security operations, and engineering. This leader will ensure a consistently high-quality client experience, strong operational discipline, clear accountability, and scalable processes that enable profitable growth.
This role requires a leader who can balance strategic planning with hands-on 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, 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 long-term operational maturity
- Foster a high-performing culture through the mentorship and guidance of Operations team leaders and staff
Service Delivery Management
- Oversee service delivery performance, including responsiveness, efficiency, communication, and issue resolution
- Improve visibility into team performance with clear and transparent KPIs around ticket flow, escalations, and client-impacting issues
- Help reduce reactive support volume through improved standards, documentation, and proactive management
Functional Leadership
- Oversee the engineering, security and helpdesk functions to ensure customer 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
Process, Reporting, and Continuous Improvement
- Improve and maintain key operational processes including ticket lifecycle management, escalation governance, inter-team handoffs, project coordination, and documentation quality
- 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
- Prepare and deliver executive and board-level reporting tied directly to operational performance, customer health, and delivery risk indicators
Required Qualifications
- 10+ years of experience leading operations within an MSP, IT services firm, or similar technical services organization in a senior leadership level capacity
- Proven track record of engaging with customer executives, internal leadership teams collaboratively 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, NinjaOne) and IT infrastructure
- 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
Who You Are
- Execution-Driven : You don’t pass problems along; you fix them.
- Organized & Disciplined : You structure your day, know your metrics, and guide internal teams with clarity.
- Customer-Focused : You know how to speak to business leaders and ensure our services and team drive real customer value.
- Accountable : You take full ownership of customer outcomes and internal execution, even when it’s messy.
- Proactive Communicator : You don’t wait for things to break—you see risk coming and address it early.
- Process-Oriented but Flexible: You follow the playbook, but you’re always looking for ways to improve and scale it.
Why This Role?
- Opportunity to shape and scale the operational backbone of a high-growth cybersecurity and compliance services company
- Strengthen all relationships (internal and external), top to bottom - with the authority to make things happen.
- Work at the heart of compliance, cybersecurity, and managed IT for mission-critical clients in the defense industrial base.
- Join and lead a team that values ownership, urgency, and accountability.
- Access to a complete set of tools and data; you just need to take initiative, act, and identify areas of opportunity.
- Work remotely in a high-performance culture with a team that shares your standards.
- Be measured on what matters: execution quality, customer retention, margin improvement, and scalable growth
What Success Looks Like
- Operations organization operating with structure, accountability, and predictable execution rhythms
- Positive and consistent customer experience across all service lines
- Risks surfaced early and mitigated before becoming churn or delivery failures
- SOPs actively followed, refined, and scaled across teams
- Leadership has clear visibility into customer health, operational KPIs, and delivery performance
- Operational metrics consistently tracked, reviewed, and improved
Work Environment
- A virtual work environment
CyberSheath is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, protected veteran status, among other things, or status as a qualified individual with a disability.