Agile IT

Operations

• Own AutoTask as the source of truth for service delivery. Configuration, workflows, ticket categories, time entry hygiene, billing accuracy, and reporting.
• Partner with the CEO, Compliance Lead, and Delivery leadership to design the operating model for a compliance-oriented MSP.
• Validate scope, resourcing requirements, dependencies, and customer readiness. Schedule kickoffs. Confirm the right people are assigned with the right hours allocated.
• Maintain a clear, current view of engineer and architect capacity across the delivery team. Forecast capacity against the sales pipeline.
• Own Moovila as the project execution platform. Ensure projects are set up correctly, tasks are sequenced, dependencies are mapped.
• Build and maintain the operational scorecard for the delivery and managed services organizations. Publish weekly. Investigate variances.
• Document how delivery and managed services actually work at Agile IT. Build SOPs for project intake, kickoff, status reporting, change orders, project close, MSP onboarding, recurring service delivery, and customer handoff between project and managed services.
• Partner with Sales on pipeline-to-capacity visibility. Partner with the Client Success Program on customer transitions from project delivery into managed services.

Operations Manager