VP of Operations

TekConcierge

Richardson, TX

Pay: $150,000-$250,000/yr

Shift: Full time

**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,