Lead day-to-day technical operations for Lyra's operating company.
Manage help desk, incident management, escalation procedures, and SLA compliance.
Monitor and improve ticket response times, resolution rates, and client satisfaction.
Develop, document, and refine SOPs for recurring service processes.
Directly manage a team of up to 10 staff, including hiring and coaching.
Build scalable processes in a fast-paced environment focused on client outcomes.

🎯 Requirements

5+ years in managed services or tech service delivery, including 2+ years in leadership.
Experience leading a small team in a fast-moving, resource-constrained environment.
Strong ITIL/ITSM knowledge with MSP tooling (ConnectWise, Autotask, Datto).
Proven ability to manage client relationships and contribute to customer success outcomes.
Excellent organizational, communication, and problem-solving skills.
Familiarity with cloud platforms (Microsoft 365, Azure, AWS) and modern IT infra.

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