Role Summary
Reporting to the COO, the Director of Operations owns the overall performance of our Support department and the KPIs that prove it's working. This role calls for sharp communication, disciplined time management, and operating in a genuine Culture of Accountability, paired with a real commitment to mentoring, coaching, and developing the people around you.
You lead by example and thrive on data-driven decisions. You love solving problems and helping clients and technicians work through issues together. You'll be based out of our downtown Vancouver office, embedded in a collaborative leadership team, and trusted to bring both structure and heart to how Support operates. A sense of urgency around delivering the best possible experience to our clients isn't optional here, it's the job.
Key Responsibilities
Team & Talent
- Ensure the right staffing levels across every area of service delivery, including on-call coverage, and use KPIs to know exactly when it's time to open a requisition.
- Partner with People & Culture on recruiting, onboarding, professional development, performance management, and retention, so every hire lands in the right seat.
- Run weekly one-on-ones with Service Experience Managers and any other direct reports.
- Identify underperformance early and collaborate on fair, timely performance improvement plans with clear goals and timelines.
- Write and deliver annual performance reviews in collaboration with Service Experience Managers.
Strategy & Operations
- Collaborate directly with the COO to set and drive organizational vision and operational strategy.
- Translate strategy into concrete goals, driving organization-wide goal setting, performance management, and annual operations planning.
- Work with the CTO to identify IT needs, set priorities, and build the roadmap that gets us there.
- Build workflows, process improvements, and tooling that make the whole department more efficient.
- Maintain day-to-day Support operations and drive continuous gains in response time, resolution time, and technician output.
Client Experience
- Assist Service Experience Managers in organizing regular Client Audits.
- Communicate directly with clients as needed, keeping them informed on incidents, upcoming changes, or planned outages.
- Maintain deep knowledge of the technology products and services relevant to our client base, working closely with the Growth Team.
Operational Rigor
- Participate in regular cross-functional meetings with the Support, Projects and Business Transformation teams.
- Ensure timesheets are accurate and approved on time across the Support department.
- Own Month-End Billing, making sure every dollar of revenue is captured and invoiced correctly.
- Review and approve the Monthly Overtime Report, always looking for smart ways to reduce spend.
- Keep client documentation and internal Nucleus procedures current and audit-ready.
Required Skills and Qualifications
- 8+ years in a senior leadership role.
- 5+ years working for an MSP or closely related organization.
- A strong, current understanding of IT industry best practices in Canada and globally.
- A track record of maximizing client revenue while optimizing the full client lifecycle.
- Real fluency in data analysis, statistical modeling, and metric creation, not just reporting on KPIs but knowing how to move them.
- A collaborative leadership style that earns genuine commitment and teamwork across a variety of stakeholders.
- Proven ability to lead and develop high-performing teams at a national scale.
- Strategic thinking backed by a track record of driving operational excellence.
- A self-starter who thrives in a fast-moving, high-accountability environment.
What Success Looks Like
- Client CSAT: >97%
- Client Churn (service-related):
- Response Time:
- Resolution Time:
- Reopen Rate:
- Tickets Closed per tech, per day: 10+
- Utilization: >85%
Why Nucleus?
- A leadership team that leads by example: hands-on, transparent, and obsessed with getting the balance right between hard numbers and how people actually feel at work.
- A real mandate, not a maintenance role. You'll be asked to challenge how things have always been done, from SLAs to XLAs, and given the runway to make it happen.
- National scale with small-company accountability. Backed by Lyra Technology Group's network of MSPs across the globe, while still operating with the speed and closeness of an owner-operated business.
- A culture built on trust, not tickets. We measure what matters and we invest in the people who deliver it, through mentorship, coaching, and real career pathing.
- A seat at the table. You'll report directly to the COO and collaborate closely with the CEO on setting the direction for the whole organization, not just the support queue.
Perks!
- An award-winning culture and organization that focuses time and energy on YOU and fostering an awesome workplace
- Hybrid Remote Environment
- In-Person and Virtual Staff Socials - we offer an outgoing culture that provides lots of opportunities to connect with your co-workers
- Competitive Salary & Annual Vacation Time
- Comprehensive Benefits, including a Health Spending Account and RRSP Matching program
- Birthdays off!
