Job Description

Engagement:

Contract / Fractional (10-20 hrs/week)

Duration:

Initial 90-day engagement (extension likely)

Why This Role Exists

Turning Point IT has strong client demand and technical delivery but needs operational structure to scale without founder burnout. This role exists to

build, document, and implement repeatable systems

--not to handle tickets.

Core Outcomes (Non-Negotiable)

Within 90 days, this person will:

Pull operational knowledge out of the founder's head Create documented SOPs Establish ticket, project, and escalation workflows Enable the Lead IT Specialist to run daily delivery independently

Responsibilities

Operations & Process

Design and document SOPs for: Ticket intake & triage Escalation paths Project execution Client onboarding & offboarding Emergency vs standard work Define "what good looks like" for tickets and projects

Service Delivery

Build standardized workflows in NinjaOne / PSA Define ticket priorities, SLAs, and ownership rules Create project templates and checklists

Leadership Enablement

Train and coach the Lead IT Specialist on: Enforcing SOPs QA standards Daily operations ownership Clarify roles between founder, lead, and techs

Founder Offload

Remove founder from: Daily ticket decisions Project micromanagement Repeated explanations

What This Role Is NOT

? Not helpdesk ? Not project execution ? Not sales ? Not a senior tech "with ops interest"

Ideal Background

5+ years MSP experience Has built ops

before

, not "learning" Comfortable with imperfect environments Strong documentation & communication skills

Success Metric

"If Owner disappears for 2 weeks, operations continue with minimal disruption."

Job Types: Part-time, Contract, Temporary

Pay: From $75.00 per hour

Expected hours: 10 - 20 per week

Work Location: In person