Director of Operations

Lyra Technology Group is seeking a Director of Operations to build, standardize, and own the operations backbone for one of our operating companies.  In this key leadership role, the Director will design and implement the internal infrastructure process, documentation, change management, QA, and asset and contract lifecycle — that lets our sales and technical teams execute cleanly. This is a build-out role reporting directly to the CEO. This is not a technical leadership role, a helpdesk supervision role, or a finance role.

Your work as a Director of Operations will include several components: 

Internal Operations, Process & Documentation

• Author, standardize, and enforce internal SOPs across the organization
• Own internal process documentation end-to-end: internal policy, client policy, and client data standards
• Establish internal change management with documentation and communication standards
• Lead internal automation and AI/workflow-automation initiatives
• Govern internal systems administration (ConnectWise PSA, Datto RMM, documentation platform) in partnership with the Director of Technical Services

Quality Assurance & Standards

• Implement ticket QA standards: audit cadence, completeness criteria, and billable-accuracy checks
• Design and implement project QA: checklists engineers must satisfy before a project is closed
• Standardize user provisioning/deprovisioning and identity practices across the client base
• Partner with the Director of Technical Services on client documentation standards

Asset, Contract & Vendor Lifecycle

• Centralize client asset and inventory tracking and lifecycle management
• Own contract management: renewal dates and a central repository for MSAs, SOWs, and vendor agreements
• Support MSA/SOW approval workflow (CEO retains final sign-off authority)
• Partner with Finance on vendor procurement, purchasing, and renewals

Solutions Portfolio & Sales Enablement

• Lead evaluation and packaging of new solutions and offerings for clients
• Own pricing, rate-card, and catalog governance: SKU catalog, discount governance, margin floors
• Build sales-ops and tech-ops enablement: onboarding handoffs, renewals tracking, whitespace/upsell systems
• Support vCIO and IT strategy reviews with enablement tooling and information flow

Cross-Functional & Reporting

• Partner with the CEO on operational strategy, capacity decisions, and continuous-improvement programs
• Own operational reporting and dashboards: business KPIs, service-delivery metrics, and scorecards
• Support HR-adjacent operations: offboarding, training and certification tracking
• Coordinate with Technical Services on standards, solution handoffs, and BCDR oversight — govern the framework, don't duplicate technical execution

Our ideal Director of Operations has the following qualifications:

• 5+ years in operations, service delivery, or PMO leadership, ideally within an MSP or IT services business
• Proven experience building operational infrastructure — not just maintaining it
• Familiarity with ConnectWise PSA and Datto RMM (or equivalent MSP tooling) and MSP service-delivery metrics
• Comfortable in a small-company environment where the role is both strategic and execution-level
• Strong bias toward documentation, process discipline, and measurable improvement
• Experience with internal automation and workflow tooling; interest in AI-driven operational improvement
• Experience with contract lifecycle management and vendor operations a plus

The targeted base compensation for this role is $115,000-$125,000. This role operates out of Portsmouth, NH in a hybrid model. If building the operational engine of a growing MSP sounds appealing to you, let's have a conversation.