Our client, an MSP company is looking for a an experienced CTO/COO with hands-on leadership experience. This is not a senior engineer role, this is the operational backbone of the company. We are looking for someone who has built systems, processes, and scalable infrastructure that create predictable, high-quality service delivery. This leader will take full ownership of internal operations, drive accountability across the team, and establish the structure needed for growth. Responsibilities: Build and optimize scalable MSP systems, processes, and operational frameworks Lead and manage RMM/PSA implementations, ensuring the tools are fully utilized Design and enforce ticketing workflows, documentation standards, and escalation paths Establish and track KPIs, SLAs, and operational dashboards Build consistency in service delivery and ensure clear client expectations Lead the technical and operations teams with discipline, clarity, and accountability Oversee daily operations and continuously improve how the MSP runs Strengthen internal communication, documentation, and process hygiene across the organization Drive operational excellence, predictability, and efficiency Contribute to long-term strategy, scaling, and growth initiatives Act as the stabilizing force and operational leader of the business Requirements: 5+ years proven leadership inside a growing MSP Strong background in building infrastructure, workflows, and scalable systems Expertise with RMM/PSA platforms, ticketing processes, and operational tooling Experience setting and managing KPIs, SLAs, and client communication standards A true operator, someone who owns the internal engine of the company Ability to build accountability, structure, and predictable execution Calm, grounded leadership style with the ability to stabilize and streamline operations Not a hands-on engineer; a strategic and operational leader Location: Brooklyn NY Salary: $200K+