Operations Specialist

Role Summary

The Operations Specialist is responsible for coordinating and optimizing the day-to-day operational functions that support service delivery, sales operations, and administrative workflows. This role ensures process consistency, accurate reporting, SLA visibility, and cross-functional alignment across the organization.

The position plays a critical role in maintaining operational efficiency, improving data integrity, and supporting scalable growth within a managed services environment.

Core Responsibilities

Operational Coordination

• Maintain and improve SOPs, workflows, and internal documentation
• Track task flow across service, sales, and admin teams
• Ensure deadlines, follow-ups, and handoffs are completed
• Support vendor coordination, deal registrations, and procurement

Service Delivery Support

• Monitor ticket queues, SLA compliance, and escalation workflows
• Assist with onboarding/offboarding and service transitions
• Support project coordination (milestones, documentation, resourcing)

Data, Reporting & Systems

• Monitor KPIs across ticketing, customer experience, and operations
• Prepare weekly/monthly reports for leadership
• Maintain system data integrity (CRM, QuickBooks)
• Identify trends, gaps, and inefficiencies in operational data

Administrative & Communication Support

• Coordinate meetings, agendas, and action tracking
• Draft internal communications and process updates
• Order Processing and Tracking
• Maintain organized documentation systems (QuickBooks)

People & Culture Support

• Assist with onboarding processes and internal communications
• Support training coordination and HR initiatives
• Reinforce organizational standards and accountability culture

Key Result Areas (KRAs) & Performance Measures

KRA 1: Operational Efficiency & Process Consistency

Measures:

• Reduction in process bottlenecks and delays
• SOP documentation accuracy and adoption
• Cross-department workflow effectiveness

KRA 2: Service Delivery Support & SLA Visibility

Measures:

• SLA adherence (response and resolution tracking support)
• Ticket escalation tracking accuracy
• Onboarding/offboarding completion consistency
• Reduction in missed handoffs or service gaps

KRA 3: Data Accuracy & Reporting Excellence

Measures:

• Accuracy and timeliness of weekly/monthly reports
• Data integrity within PSA/CRM/QuickBooks systems
• Identification and resolution of reporting discrepancies
• Leadership visibility into operational metrics

KRA 4: Cross-Functional Coordination & Communication

Measures:

• Timeliness of internal communications and updates
• Meeting effectiveness (agenda clarity, follow-through)
• Feedback from service, sales, and leadership teams
• Reduction in miscommunication or missed tasks

KRA 5: Operational Support for Growth & Scalability

Measures:

• Process improvements implemented
• Ability to support increased workload without breakdown
• Alignment of operations with service delivery capacity
• Support for new services, tools, or workflow changes

KRA 6: Organizational Alignment & Culture Support

Measures:

• Quality of onboarding coordination
• Participation in HR and training initiatives
• Internal satisfaction with organization and communication
• Consistency in applying company standards and values

Required Skills & Qualifications

Required

• 2–4 years experience in operations, coordination, or administration (MSP preferred)
• Strong organizational and multitasking abilities
• Experience with PSA/CRM/QuickBooks systems
• High attention to detail and process discipline
• Strong written and verbal communication skills

Preferred

• MSP or IT services environment experience
• Familiarity with SLA-driven service models
• Background in reporting, analytics, or process improvement

Success Profile (What “Great” Looks Like)

• Operations run smoothly without constant intervention
• Leadership has clear, accurate visibility into performance
• Service teams hit SLAs with fewer escalations
• Processes are documented, followed, and continuously improved
• Communication across departments is clear, proactive, and reliable

Why This Role Matters

This role is the operational backbone of our growing IT Company — ensuring that service delivery, sales, and internal teams stay aligned, efficient, and scalable. It directly impacts customer satisfaction, SLA performance, and overall business maturity.