Director of Service OperationsCore12
We're hiring a Director of Service Operations to serve as the day-to-day operator of the business. This role owns all service delivery functions—from team leadership to ticket flow, project management, procurement, billing, and internal systems. You'll report directly to the Founder/CEO.
Lead and manage service desk technicians (2 L1s, 1 L2-L3)
Own all technical escalation paths and ensure SLA compliance
Run internal systems including ConnectWise, BrightGauge, and ScalePad
Oversee project delivery from planning through execution
Manage license procurement, vendor renewals, and client billing operations
Streamline documentation and internal processes for scalability
Collaborate with the Client Success Manager to align delivery and retention
Report operational performance to CEO and drive continuous improvement
- Hands-on technical expertise and deep operational knowledge
- Strong communicator, results-driven, and no-nonsense leader
- Experience in IT with 5+ years•10+ years
- Experience in MSP leadership roles•5+ years
- Proven team leadership and project execution track record
- Experience running $2M+ MSP P&L
- Expert in ConnectWise, PSA/RMM tools, and vendor management
Core12 is a 16-year-old Atlanta-based IT MSP focused on delivering security-first IT solutions to small and mid-sized businesses. Our goal is to see our clients' business the way they do, so we can make technology recommendations that will help them reach their business goals.
- Base Salary: $125K–$140K/yr
- Performance Bonus: $15K–$25K annually
- Total Target Comp: $150K–$165K+ with additional upside to be negotiated
