Director of Operations

Lyra Technology Group is a p rivate e quity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group , we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

Lyra Technology Group is seeking a Director of Operations to build, standardize, and own the operations backbone for one of our operating companies. In this key leadership role, the Director will design and implement the internal infrastructure process, documentation, change management, QA, and asset and contract lifecycle — that lets our sales and technical teams execute cleanly. This is a build-out role reporting directly to the CEO. This is not a technical leadership role, a helpdesk supervision role, or a finance role.

Your work as a Director of Operations will include several components:

Internal Operations, Process & Documentation

Author, standardize, and enforce internal SOPs across the organization

Own internal process documentation end-to-end: internal policy, client policy, and client data standards

Establish internal change management with documentation and communication standards

Lead internal automation and AI/workflow-automation initiatives

Govern internal systems administration (ConnectWise PSA, Datto RMM, documentation platform) in partnership with the Director of Technical Services

Quality Assurance & Standards

Implement ticket QA standards: audit cadence, completeness criteria, and billable-accuracy checks

Design and implement project QA: checklists engineers must satisfy before a project is closed

Standardize user provisioning/deprovisioning and identity practices across the client base

Partner with the Director of Technical Services on client documentation standards

Asset, Contract & Vendor Lifecycle

Centralize client asset and inventory tracking and lifecycle management

Own contract management: renewal dates and a central repository for MSAs, SOWs, and vendor agreements

Support MSA/SOW approval workflow (CEO retains final sign-off authority)

Partner with Finance on vendor procurement, purchasing, and renewals

Solutions Portfolio & Sales Enablement

Lead evaluation and packaging of new solutions and offerings for clients

Own pricing, rate-card, and catalog governance: SKU catalog, discount governance, margin floors

Build sales-ops and tech-ops enablement: onboarding handoffs, renewals tracking, whitespace/upsell systems

Support vCIO and IT strategy reviews with enablement tooling and information flow

Cross-Functional & Reporting

Partner with the CEO on operational strategy, capacity decisions, and continuous-improvement programs

Own operational reporting and dashboards: business KPIs, service-delivery metrics, and scorecards

Support HR-adjacent operations: offboarding, training and certification tracking

Coordinate with Technical Services on standards, solution handoffs, and BCDR oversight — govern the framework, don't duplicate technical execution

Our ideal Director of Operations has the following qualifications:

5+ years in operations, service delivery, or PMO leadership, ideally within an MSP or IT services business

Proven experience building operational infrastructure — not just maintaining it

Familiarity with ConnectWise PSA and Datto RMM (or equivalent MSP tooling) and MSP service-delivery metrics

Comfortable in a small-company environment where the role is both strategic and execution-level

Strong bias toward documentation, process discipline, and measurable improvement

Experience with internal automation and workflow tooling; interest in AI-driven operational improvement

Experience with contract lifecycle management and vendor operations a plus

The targeted base compensation for this role is $115,000-$125,000. This role operates out of Portsmouth, NH in a hybrid model. If building the operational engine of a growing MSP sounds appealing to you, let's have a conversation.