Chief Operating Officer $150K (Tucson, AZ) (Tucson)
GTN Technical Staffing, Tucson, AZ, United States
Chief Operating Officer (COO) / President
Location: Tucson, AZ (Onsite/Hybrid)
Position Type:
Direct Hire
Salary: up to $150,000/yr
Residency Status: US Citizen or Green Card Holder ONLY
Position Summary
The Chief Operating Officer (COO) / President is a senior executive responsible for the overall operational performance, scalability, and profitability of the Managed Service Provider (MSP). This role translates strategic vision into execution, ensuring service delivery excellence, strong financial performance, and an exceptional client experience.
This leader will oversee all day-to-day operations, including service delivery, technical operations, client success, project delivery, and internal systems, while partnering closely with the CEO/ownership on growth strategy, culture, and long-term direction.
Key Responsibilities
Operational Leadership
Oversee daily operations of the MSP, ensuring efficiency, scalability, and consistency across all departments
Develop and implement operational strategies, KPIs, and performance metrics aligned with company goals
Establish and refine processes, documentation, and systems to support growth and service quality
Drive accountability through structured reporting, dashboards, and leadership cadence
Service Delivery & Client Experience
Ensure best-in-class service delivery across help desk, NOC, field services, and professional services
Maintain and improve SLA performance, client satisfaction (CSAT), and Net Promoter Score (NPS)
Standardize service offerings and ensure alignment with the company’s technology stack
Address escalations and ensure consistent resolution frameworks are in place
Financial Performance & Profitability
Own operational P&L performance, including gross margin, service delivery costs, and utilization rates
Collaborate with finance on budgeting, forecasting, and pricing strategy
Optimize resource allocation, staffing models, and service delivery efficiency
Identify opportunities to improve EBITDA through operational improvements
Team Leadership & Development
Lead, mentor, and develop department heads (Service, Projects, Client Success, etc.)
Build a high-performance culture with clear expectations, accountability, and career paths
Support hiring, onboarding, and retention strategies for technical and operational staff
Foster a culture of continuous improvement and operational excellence
Growth & Strategic Execution
Partner with sales and marketing leadership to ensure operational readiness for growth
Support M&A integration efforts, if applicable
Align service offerings with market demand and emerging technologies
Drive automation, standardization, and maturity of service offerings
Systems, Tools & Vendor Management
Oversee core MSP tools such as PSA, RMM, documentation platforms, and security stack
Ensure effective use of tools to maximize efficiency, reporting, and service delivery quality
Foster and manage vendor relationships and strategic partnerships
Required Experience
10+ years of leadership experience in the Managed Services or IT Services industry
Proven experience in an MSP leadership role (COO, VP of Operations, Director of Service Delivery, or similar)
Demonstrated success scaling an MSP, including process maturity and team growth
Strong financial acumen with experience managing P&L and operational budgets
Experience with MSP tools and platforms (PSA, RMM, ticketing systems, automation tools)
Track record of improving service delivery metrics, client satisfaction, and profitability
Experience leading cross-functional teams, including technical and client-facing departments
Required Skills & Competencies
Operational Excellence
Deep understanding of MSP service delivery models, SLAs, and support structures
Ability to design and implement scalable processes and systems
Strong analytical and problem-solving skills
Leadership & People Management
Proven ability to lead, coach, and develop high-performing teams
Strong emotional intelligence and communication skills
Ability to drive accountability while maintaining a positive culture
Financial & Business Acumen
Strong understanding of MSP financial drivers (utilization, margins, cost of service delivery)
Experience with forecasting, budgeting, and performance analysis
Ability to connect operational decisions to financial outcomes
Strategic Thinking
Ability to translate high-level strategy into actionable plans
Experience aligning operations with growth objectives
Forward-thinking approach to technology and service evolution
Client-Centric Mindset
Commitment to delivering exceptional client experiences
Ability to balance operational efficiency with service quality
Strong escalation management and relationship skills
Technical Awareness (Non-Hands-On)
Solid understanding of IT infrastructure, cloud services, cybersecurity, and compliance
Familiarity with frameworks such as ITIL or similar service management practices
Preferred Qualifications
Experience in a small-to-mid-sized MSP (20–150 employees)
Background in scaling operations through significant growth phases
Experience with cybersecurity-focused service offerings
Familiarity with industry compliance standards (HIPAA, SOC 2, etc.)
Bachelor’s degree in Business, IT, or related field (MBA preferred)
Success Metrics (KPIs)
Service Gross Margin
SLA Compliance & Ticket Resolution Times
Client Satisfaction (CSAT/NPS)
Employee Retention & Engagement
Operational Efficiency (Utilization Rates)
Revenue Growth Enablement (Operational Readiness)
EBITDA growth
Ideal Candidate Profile
The ideal candidate is a disciplined operator with deep MSP experience who thrives in a growth-oriented environment. They bring structure, accountability, and clarity to operations while maintaining a strong focus on people and client outcomes. This person is both strategic and hands-on—capable of building systems while leading teams through execution.
Reporting Structure
Reports to: CEO / Owner
Direct Reports: Service Manager/Director, Projects Manager, Client Success Leader, Technical Leadership, and other operational roles
Compensation
Competitive base salary
Performance-based bonus tied to company and operational KPIs
Profit-sharing tied to revenue and EBITDA targets
We are GTN – The Go To Network
Location: Tucson, AZ (Onsite/Hybrid)
Position Type:
Direct Hire
Salary: up to $150,000/yr
Residency Status: US Citizen or Green Card Holder ONLY
Position Summary
The Chief Operating Officer (COO) / President is a senior executive responsible for the overall operational performance, scalability, and profitability of the Managed Service Provider (MSP). This role translates strategic vision into execution, ensuring service delivery excellence, strong financial performance, and an exceptional client experience.
This leader will oversee all day-to-day operations, including service delivery, technical operations, client success, project delivery, and internal systems, while partnering closely with the CEO/ownership on growth strategy, culture, and long-term direction.
Key Responsibilities
Operational Leadership
Oversee daily operations of the MSP, ensuring efficiency, scalability, and consistency across all departments
Develop and implement operational strategies, KPIs, and performance metrics aligned with company goals
Establish and refine processes, documentation, and systems to support growth and service quality
Drive accountability through structured reporting, dashboards, and leadership cadence
Service Delivery & Client Experience
Ensure best-in-class service delivery across help desk, NOC, field services, and professional services
Maintain and improve SLA performance, client satisfaction (CSAT), and Net Promoter Score (NPS)
Standardize service offerings and ensure alignment with the company’s technology stack
Address escalations and ensure consistent resolution frameworks are in place
Financial Performance & Profitability
Own operational P&L performance, including gross margin, service delivery costs, and utilization rates
Collaborate with finance on budgeting, forecasting, and pricing strategy
Optimize resource allocation, staffing models, and service delivery efficiency
Identify opportunities to improve EBITDA through operational improvements
Team Leadership & Development
Lead, mentor, and develop department heads (Service, Projects, Client Success, etc.)
Build a high-performance culture with clear expectations, accountability, and career paths
Support hiring, onboarding, and retention strategies for technical and operational staff
Foster a culture of continuous improvement and operational excellence
Growth & Strategic Execution
Partner with sales and marketing leadership to ensure operational readiness for growth
Support M&A integration efforts, if applicable
Align service offerings with market demand and emerging technologies
Drive automation, standardization, and maturity of service offerings
Systems, Tools & Vendor Management
Oversee core MSP tools such as PSA, RMM, documentation platforms, and security stack
Ensure effective use of tools to maximize efficiency, reporting, and service delivery quality
Foster and manage vendor relationships and strategic partnerships
Required Experience
10+ years of leadership experience in the Managed Services or IT Services industry
Proven experience in an MSP leadership role (COO, VP of Operations, Director of Service Delivery, or similar)
Demonstrated success scaling an MSP, including process maturity and team growth
Strong financial acumen with experience managing P&L and operational budgets
Experience with MSP tools and platforms (PSA, RMM, ticketing systems, automation tools)
Track record of improving service delivery metrics, client satisfaction, and profitability
Experience leading cross-functional teams, including technical and client-facing departments
Required Skills & Competencies
Operational Excellence
Deep understanding of MSP service delivery models, SLAs, and support structures
Ability to design and implement scalable processes and systems
Strong analytical and problem-solving skills
Leadership & People Management
Proven ability to lead, coach, and develop high-performing teams
Strong emotional intelligence and communication skills
Ability to drive accountability while maintaining a positive culture
Financial & Business Acumen
Strong understanding of MSP financial drivers (utilization, margins, cost of service delivery)
Experience with forecasting, budgeting, and performance analysis
Ability to connect operational decisions to financial outcomes
Strategic Thinking
Ability to translate high-level strategy into actionable plans
Experience aligning operations with growth objectives
Forward-thinking approach to technology and service evolution
Client-Centric Mindset
Commitment to delivering exceptional client experiences
Ability to balance operational efficiency with service quality
Strong escalation management and relationship skills
Technical Awareness (Non-Hands-On)
Solid understanding of IT infrastructure, cloud services, cybersecurity, and compliance
Familiarity with frameworks such as ITIL or similar service management practices
Preferred Qualifications
Experience in a small-to-mid-sized MSP (20–150 employees)
Background in scaling operations through significant growth phases
Experience with cybersecurity-focused service offerings
Familiarity with industry compliance standards (HIPAA, SOC 2, etc.)
Bachelor’s degree in Business, IT, or related field (MBA preferred)
Success Metrics (KPIs)
Service Gross Margin
SLA Compliance & Ticket Resolution Times
Client Satisfaction (CSAT/NPS)
Employee Retention & Engagement
Operational Efficiency (Utilization Rates)
Revenue Growth Enablement (Operational Readiness)
EBITDA growth
Ideal Candidate Profile
The ideal candidate is a disciplined operator with deep MSP experience who thrives in a growth-oriented environment. They bring structure, accountability, and clarity to operations while maintaining a strong focus on people and client outcomes. This person is both strategic and hands-on—capable of building systems while leading teams through execution.
Reporting Structure
Reports to: CEO / Owner
Direct Reports: Service Manager/Director, Projects Manager, Client Success Leader, Technical Leadership, and other operational roles
Compensation
Competitive base salary
Performance-based bonus tied to company and operational KPIs
Profit-sharing tied to revenue and EBITDA targets
We are GTN – The Go To Network