MSP Operations Manager

2 weeks ago


Herndon, Virginia, United States PHALANX Solutions Full time $95,000 - $105,000 per year

About Us

PHALANX Solutions is a fast-growing cybersecurity and IT services firm headquartered in Herndon, VA. We deliver tailored solutions across three core service lines: IT Services, Cybersecurity, and Compliance. Our team thrives on operational excellence, strategic innovation, and client trust; serving SMBs and enterprise clients with clarity, rigor, and care.

Role Overview

We're seeking a proactive, detail-oriented MSP Operations Manager to lead day-to-day service delivery, optimize internal workflows, and ensure seamless client experiences. This role is based out of our Herndon, VA office. It requires deep familiarity with IT Services, Cybersecurity, and Compliance and the ability to translate technical complexity into actionable clarity for both teams and clients. You'll be instrumental in aligning our service delivery with client goals, regulatory requirements, and operational benchmarks.

Key Responsibilities

Operational Leadership

  • Oversee daily MSP operations, including ticket management, escalation protocols, and SLA adherence
  • Implement and refine SOPs for service delivery, onboarding, and incident response across IT, security, and compliance domains
  • Monitor KPIs and generate performance reports to guide strategic decisions

Client Success & Communication

  • Serve as a primary point of contact for client escalations and service reviews
  • Collaborate with account managers to align technical delivery with client goals and regulatory obligations
  • Draft and refine client-facing communications, including status updates, transition plans, and compliance documentation

Team Coordination & Development

  • Lead and mentor technical support staff, fostering accountability and growth
  • Coordinate with cybersecurity and compliance teams to ensure cross-functional alignment
  • Support hiring, onboarding, and training initiatives for technical roles

Process Optimization & Tooling

  • Evaluate and improve PSA/RMM workflows
  • Identify automation opportunities and implement efficiency-enhancing solutions
  • Assist in vendor management and procurement planning

Qualifications

  • Proven experience in MSP operations or IT service management
  • Strong understanding of IT infrastructure, cybersecurity principles, and compliance frameworks (e.g., NIST, HIPAA, CMMC)
  • Ability to support and coordinate across PHALANX's core service lines: IT Services, Cybersecurity, and Compliance
  • Excellent communication and leadership skills; able to bridge technical and business needs

What We Offer

  • Competitive compensation and performance-based bonuses
  • Opportunities for professional development and certification
  • A mission-driven environment where your ideas shape our growth

Job Type: Full-time

Pay: $95, $105,000.00 per year

Benefits:

  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Work Location: In person



  • Herndon, Virginia, United States Addison Group Full time

    Job Title: Financial Operations ManagerLocation (city, state):Herndon, VA (REMOTE)Compensation:$110,000 – $120,000Benefits:This position is eligible for medical, dental, vision, and 401(k).Qualifications:Bachelor's degree in Accounting, Finance, or related field (or equivalent experience, including military background).8+ years of progressive experience in...


  • Herndon, Virginia, United States China Unicom (Americas) Operations Ltd. Full time

    Business Development Manager (Carrier)Main Job Duties:Be responsible for achieving sales quota and assigned key account objectives in current financial year and laying the foundation for future sustainable growth. The employee represents the entire range of company products and services to assigned customers, while leading the customer account planning cycle...


  • Herndon, Virginia, United States T-Mobile Secure Federal Operations LLC Full time $110,200 - $198,900 per year

    At T-Mobile, we invest in YOU Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access...


  • Herndon, Virginia, United States Lumen Full time $142,603 - $190,137 per year

    About LumenLumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.We're looking for top-tier talent and offer the flexibility you...


  • Herndon, Virginia, United States T-Mobile Secure Federal Operations LLC Full time $40,000 - $80,000 per year

    T-Mobile is synonymous with innovation–and you could be part of the team that disrupted an entire industry We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with...


  • Herndon, Virginia, United States Akima, LLC Full time $120,000 - $150,000 per year

    Responsible for managing a team for preparation, processing, validation/review, and disbursement of the company payrolls.  This position will work with executive management on auditing processes for efficiency and improvements from labor processing to general ledger posting.ResponsibilitiesIn-house payroll processing for greater than 10,000 active employees...


  • Herndon, Virginia, United States Amazon Full time $81,400 - $182,000

    Would you enjoy diving deep into, operating, and improving some of the largest software systems humanity has ever built? Do the challenges that come of driving technical, business, and cultural change to improve the reliability, performance, and efficiency excite you?The AWS Managed Operations (MO) organization was founded in April 2023, with the objective...


  • Herndon, Virginia, United States Amazon Web Services Full time $81,400 - $182,000 per year

    DESCRIPTIONWould you enjoy diving deep into, operating, and improving some of the largest software systems humanity has ever built? Do the challenges that come of driving technical, business, and cultural change to improve the reliability, performance, and efficiency excite you? The AWS Managed Operations (MO) organization was founded in April 2023, with...

  • Maintenance Technician

    14 hours ago


    Herndon, Virginia, United States Panco Operations of NJ Full time

    Maintenance Technician - The Point at RidgelineLocation: 13280 Woodland Park Road, Herndon, VA 20171Salary: $24-$26/hrSchedule: Monday-Friday 8:30am-5:30pm, on-call rotations$1000 ONE TIME SIGN ON BONUSPanco is proud to be a 2025 NAA Top Employer Award WinnerAt Panco, we believe in supporting professional growth, channeling expertise into action, and...

  • ICAM Operations

    1 week ago


    Herndon, Virginia, United States Yakshna Solutions Full time $198,000 - $200,000 per year

    ICAM Operations - IGA Lead - Washington DCYSI Jobs - YSI AdminID Job Title Job Description 77444 ICAM Operations - IGA LeadYakshna Solutions, Inc.,(YSI)is a CMMI Level 3 assessed, ISO 9001, 20000:1, 27001 certified, woman-owned small business enterprises, headquartered in Herndon, Virginia, USA. YSI provides professional IT solutions and services to business...