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

• Proven team leadership and project execution track record

• Experience running $2M+ MSP P&L

• Hands-on technical expertise and deep operational knowledge

• Strong communicator, results-driven, and no-nonsense leader

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