VP of Operations

VP of Operations

TekConcierge | Richardson, TX (moving to Denton, TX in 2027) | Hybrid | Full-Time

Maintenance is a myth. Every company is moving forward or backward. There is no neutral gear. At TekConcierge, we’ve chosen forward, and we’re looking for the operator who will build the engine that gets us there.

About TekConcierge

For 16 years, TekConcierge has been the trusted technology partner for businesses across more than 15 industries, including private equity, family offices, RIAs and financial services, oil and gas, manufacturing, automotive, accounting, and hospitality. We deliver managed IT, cybersecurity, and compliance services, including CMMC and DFARS for defense contractors, to organizations that can’t afford downtime or risk.

Today we’re a ~55-person, $12M+ company. We have a clear plan to reach $50M in the next five years and $100M within ten, driven by organic growth, a major investment in marketing, and acquiring IT companies that fit our culture and strategy.

We don’t chase growth for ego. We see growth as stewardship. It builds a financial fortress that protects our team, equips our people for an AI-driven future, and elevates careers so no one has to leave TekConcierge to grow. We call it our Growth Covenant: Protect · Equip · Elevate.

We measure success in three words: Grow · Give · Win. Profit isn’t the finish line; it’s fuel for generosity, profit participation, investment in our people, and Kingdom-impact giving. We are a faith-driven, servant-led company. We use EOS as our operating guardrails, and we’re adopting The Great Game of Business so every team member understands the scoreboard and shares in the wins.

The Role

The VP of Operations owns the end-to-end operating system that turns what we sell into predictable, profitable, measurable client delivery. Reporting to the CEO, you’ll lead the managers of a 25–30 person organization across:

• Service Desk / NOC
• Field & Onsite Technicians
• Projects, Onboarding & Client Transitions
• Procurement

As TekConcierge grows, the role may take on additional company-wide responsibilities. You’ll partner closely with our Chief Growth Officer, CFO, Sales leadership, Technical Operations Lead, and CISO. Your job is to own the seams: the handoffs between Sales, onboarding, projects, and day-to-day support where client experience is won or lost. Functional leaders keep their expertise and authority; you make sure the whole system delivers.

Authority to lead: You’ll have the executive sponsorship and decision rights to establish the delivery operating model, lead the responsible managers, recommend organizational changes, enforce readiness standards, and hold cross-functional owners accountable for agreed commitments.

This is not a turnaround. You’ll inherit an established company, experienced functional leaders, recurring clients, mature MSP platforms, and an executive team committed to investing in operations. The next stage of growth needs a more scalable operating model. You’ll build it.

Strategic and Hands-On

You think strategically and stay close to the work. You can open a ticket, see how the technician solved it, and coach a faster, first-time fix. Success means strong managers and an operating rhythm that runs without executive rescue.

Your First 90 Days

• Days 1–30, Baseline: Map the delivery lifecycle, review performance and capacity, and define the first operational scorecard.
• Days 31–60, Control: Launch weekly delivery reviews, put readiness gates on new projects and onboardings, and create one view of active work, risks, and capacity.
• Days 61–90, Scale: Publish the delivery lifecycle, forecast capacity against the sales pipeline, start root-cause reviews on reopened tickets, and present a 12-month roadmap.

Your First 12 Months

1. Standardize how we work. Build one documented delivery lifecycle from signed agreement to steady-state support, with SOPs and playbooks in Autotask and IT Glue. Put ITIL-aligned practices and formal change management controls in place so improvements stick.
2. Build operations that scale. Design the structure, capacity planning, and systems that absorb rapid organic growth and future acquisitions without sacrificing service quality.
3. Build the bench and reshape the Service Desk. Develop and promote future managers, strengthen accountability, and partner with Service Desk leadership to redesign the model, including a potential move to pods.

What You’ll Own

• End-to-end delivery: Clear stage gates, owners, and handoffs from signed agreement through onboarding, projects, and support, with operational readiness and capacity validated before commitments are made.
• The operational scorecard: SLA attainment, response and resolution, backlog aging, first-time fix, reopen and escalation rates, and CSAT, reviewed weekly and driven relentlessly.
• Quality and root cause: Review tickets and reopens, lead root-cause reviews on recurring issues and client-impacting failures, and turn lessons into coaching, documentation, and better process.
• Projects and onboarding: Sold vs. actual hours, scope changes, and clean handoffs, so projects land on time and profitably.
• Capacity and workforce: A rolling capacity forecast that combines support demand, projects, onboarding, and growth, translated into hiring, training, and automation plans.
• Financial performance: Partner with the CFO on budgets and forecasts, and own the operating drivers: gross margin by service line, labor efficiency, utilization, effective hourly rate, project profitability, and vendor costs.
• Client retention: Connect operational performance to client health and renewal risk.
• Acquisition integration: Support operational due diligence and lead the integration of acquired companies’ people, clients, tools, and processes.
• AI and automation: Use our PSA, RMM, automation, and AI to grow output faster than headcount.
• Compliance in practice: Partner with the CISO to embed SOC 2, ISO 27001, NIST, and CMMC into daily delivery.
• Leadership and culture: Run the operating rhythm, model our core values, and teach every team member how the business wins.

What You Bring

• 5+ years of senior operations leadership (Director, VP, or COO level) running a complex, SLA-driven, recurring-service organization. MSP, IT, or cybersecurity services experience is strongly preferred; exceptional operators from hospitality, field services, or telecom are also welcome.
• Accountability for service delivery, project delivery, and client onboarding, leading managers and technical teams of 25+.
• Proven financial accountability: you’ve built budgets and forecasts and driven gross margin, labor efficiency, and profitability.
• A track record of building processes, operational controls, change management, and scorecards where few existed.
• Working knowledge of PSA and RMM environments and the data it takes to run an MSP.
• A strong technical foundation: your skills are sharp enough to review a ticket and coach a better solution.
• Experience leading large-scale projects and automation initiatives, and supporting regulated or audit-sensitive clients.
• You connect work across departments while respecting functional ownership.
• Genuine alignment with our core values and servant-leadership culture.
• Bachelor’s degree in business, operations, IT, engineering, or a related field, or equivalent experience.

Bonus Points

• Autotask and IT Glue (or ConnectWise, HaloPSA, Kaseya, or Datto)
• ITIL 4; PMP, Lean Six Sigma, or Prosci
• Leading in a SOC 2 Type II or ISO 27001 environment; NIST CSF, CIS Controls, CMMC, or DFARS
• Integrating an acquisition or major client transition; pod-based service delivery
• Applying AI to service operations, quality review, and knowledge management
• EOS, The Great Game of Business, or open-book management

We care more about demonstrated results than a perfect résumé. If you’ve built disciplined service operations, developed strong managers, and improved client and financial outcomes, apply even if you don’t check every box.

Our Core Values

• Authentic: We’re honest, genuine, and empathetic.
• Professional: We’re self-motivated, reliable, hardworking, proficient, and trustworthy team players. We’re winners, and we never stop learning.
• Help First: We help the client first, and the money follows. We follow through, do whatever it takes, and bring a high level of commitment, organization, and communication to every relationship.
• Solutions-Focused: We’re tenacious. We get things done. We solve business problems through technology.

What We Offer

• Executive-level base salary plus annual performance incentive
• Long-term incentive eligibility for the right leader
• A seat at the leadership table of a company in a deliberate growth and acquisition phase
• An open-book culture where wins are shared and celebrated together
• Paid vacation, health insurance, dental, and 401(k)

Location and Expectations

Hybrid, based at our Richardson, TX office with 3–4 days per week onsite. This is a North Texas role, not a fully remote position. Our office relocates to Denton, TX in 2027, so North DFW is ideal. Expect occasional travel to client sites and participation in executive escalations for major incidents (not a replacement for our on-call structure).

How to Apply

Submit your resume along with a short note (under 200 words) answering this question:

“Tell us about a time you built or rebuilt an operation to scale. What did you change, and what happened to the numbers?”

Applications are reviewed directly by our CEO and executive leadership. Finalists will present a proposed first-90-day plan for TekConcierge. No recruiters or agencies, please.

Pay: $150,000.00 - $250,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Retirement plan

Work Location: Hybrid remote in Richardson, TX 75085