Our client, an MSP company is looking for a an experienced CTO/COO with hands-on leadership experience.

This is not a senior engineer role, this is the operational backbone of the company. We are looking for someone who has built systems, processes, and scalable infrastructure that create predictable, high-quality service delivery.

This leader will take full ownership of internal operations, drive accountability across the team, and establish the structure needed for growth.

Responsibilities:

• Build and optimize scalable MSP systems, processes, and operational frameworks
• Lead and manage RMM/PSA implementations, ensuring the tools are fully utilized
• Design and enforce ticketing workflows, documentation standards, and escalation paths
• Establish and track KPIs, SLAs, and operational dashboards
• Build consistency in service delivery and ensure clear client expectations
• Lead the technical and operations teams with discipline, clarity, and accountability
• Oversee daily operations and continuously improve how the MSP runs
• Strengthen internal communication, documentation, and process hygiene across the organization
• Drive operational excellence, predictability, and efficiency
• Contribute to long-term strategy, scaling, and growth initiatives
• Act as the stabilizing force and operational leader of the business

Requirements:

• 5+ years proven leadership inside a growing MSP
• Strong background in building infrastructure, workflows, and scalable systems
• Expertise with RMM/PSA platforms, ticketing processes, and operational tooling
• Experience setting and managing KPIs, SLAs, and client communication standards
• A true operator, someone who owns the internal engine of the company
• Ability to build accountability, structure, and predictable execution
• Calm, grounded leadership style with the ability to stabilize and streamline operations
• Not a hands-on engineer; a strategic and operational leader

Location: Brooklyn NY
Salary: $200K+

Compensation: $200,000