Chief Operating Officer at ISG Technology

Description

Job Title: Chief Operating Officer

Department: Executive

Reports To: President & CEO

Typical Hours: Full Time

Those Supervised:

-Chief Technology Officer

-Vice President of Sales & Marketing

-Vice President of Services

-Director of Human Resources

FLSA Status: Exempt

Travel Percentage: 15%

Last Revision Date: November 2025

Location(s): Overland Park, KS

Key Accountabilities:

•  Chief day-to-day EOS Champion
•  Company Financial Performance
•  Primary teammate responsible for organizational Leadership, Management, Accountability

Key Measurables:

• Path to achieving Best In Class Operational/Financial performance
• NPS – above 65; CSAT – 97% or above
• EBITDA growth greater than 15%; EBITDA Margin greater than 12%
• Continued annual MRR growth of 17-20% 
• Employee Engagement
• Gross Margin %

Job Summary:

We are seeking a strategic and execution-focused Chief Operating Officer (COO) to lead and oversee all operational aspects of ISG Technology. The ideal candidate will possess deep industry expertise, a proven ability to translate vision into actionable and disciplined strategy, and the leadership acumen to drive accountability across teams. This role is pivotal in aligning operations with the company’s long-term goals and ensuring excellence in service delivery, client satisfaction, and revenue growth.

What you bring to the position:

• You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the “ways” we operate. 
• You enjoy setting a standard that goes with being on a path towards being the best organization in our industry and then supporting the team that is driving towards that goal while exiting those that aren’t willing or able to improve themselves to meet that standard. 
• You can think creatively and adapt to evolving situations. You have the foresight to prepare the organization to consistently lead through the evolving needs of both our industry and customers.
• You understand the need to collaborate with your team members and other departments, and that synergy comes from everyone rowing in the same direction. 
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service, and you achieve your goals that you mutually set with your supervisor.
• You enjoy taking initiative and teaching others how to take initiative within the EOS framework and that it is effectively communicated. You empathize and support your team meeting quarterly goals while being clear about meeting the organizational standard.
• You take what you do seriously, but you do not take yourself too seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being a “know-it-all.”
• You love the challenge of making strategic, organizational adjustments to an exponentially-changing environment and are willing to take risks not to just withstand it, but to capitalize on it.

You successfully fulfill the following essential duties and responsibilities:

You will provide STRATEGIC OVERSITE to the position by:

• Collaborating with the CEO to refine and execute the company’s vision and strategic plan.
• Translating high-level vision into operational strategies and measurable objectives.
• Leading cross-functional initiatives to drive growth, scalability, and profitability.

You will utilize your OPERATIONAL SKILLS to efficiently:

• Oversee daily operations across all departments, ensuring efficiency and alignment with strategic goals.
• Implement and monitor KPIs to track performance and drive continuous improvement.
• Ensure compliance with industry standards, regulations, and best practices.

You will use your PEOPLE MANAGEMENT SKILLS to inspire and coach your team:

• Directly manage the Vice President of Sales & Marketing and the Vice President of Services.
• Foster a culture of accountability, collaboration, and high performance.
• Mentor and develop leadership talent across the organization.

You will use your CLIENT & SERVICE EXCELLENCE SKILLS to:

• Champion a customer-centric approach to service delivery and support.
• Ensure operational readiness for new service offerings and client onboarding.
• Drive innovation in service delivery models and operational processes.

You will use your FINANCIAL & RSIK MANAGEMENT SKILLS to:

• Partner with the CFO to manage budgets, forecasts, and financial performance.
• Identify and mitigate operational risks to ensure business continuity.

As a successful employee, you will demonstrate the following professional skills as you carry out your position:

• Oral Communications – Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings.
• Written Communications – Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information.
• Customer Service – Respond promptly and courteously to customers’ requests for service and assistance; manage difficult or emotional customer situations.
• Presentation – Deliver business, non-technical, and limited-technical presentations to audiences of 20-150 individuals.
• Leadership – Lead people and get results through others in a positive and inspiring manner.
• Management – Organize and manage multiple priorities. 
• Ethics – Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; upholds company values.
• Organizational Support – Follow company policies and procedures and complete other duties as assigned.
• Judgment – Include appropriate people in decision-making process.
• Interpersonal Skills – Maintain confidentiality; keep emotions under control; listen well.
• Strategic Thinking – Develop strategies to achieve organizational goals; analyze market and competition; identifies external threats and opportunities and adapts strategy to changing conditions.
• Planning and organization – Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks.
• Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments. 
• Adaptability – Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.
• Detail & Task Oriented – Manage and follow through on multiple tasks, items and communications in a timely manner.

Requirements

You will meet the following educational, licensing, certification and work experience requirements:

• Bachelor’s degree in Business, Technology, or related field (MBA preferred).
• Proven experience as a COO or in a senior operational leadership role within an IT MSP or related technology services industry.
• Strong understanding of MSP business models, service delivery frameworks, and client lifecycle management.
• Demonstrated success in translating vision into strategy and delivering results.
• Exceptional leadership, communication, and organizational skills.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Experience scaling operations in a high-growth MSP environment.
• Strategic thinker with a hands-on approach to execution.
• High emotional intelligence and a collaborative leadership style.

You will follow the ISG Technology Core Values:

Humor & Fun

• We believe it’s important to take time outside of work to spend time with family and keep the wind in our sails.
• We collaborate and value sharing our unique perspectives.
• We’re inclusive and create activities that align with people’s interests and passions.

Resilience

• We pride ourselves in meeting high-pressure challenges
• We never quit and demonstrate the ability to see daunting assignments through … successfully.

Lead by Example

• We demonstrate courage in having crucial (and sometimes “tough”) conversations.
• We are reliable and highly accountable in our use of systems and tools.

Continuous Improvement

• We’re creative thinkers who can adapt to evolving situations.
• We’re humbly confident, know our stuff, are willing to coach and be coached.
• We’re willing to make “healthy” self-sacrifices for the greater good.

“Team First” Initiative

• We are proactive and stay on top of training and certifications.
• We willingly take on more responsibility if we see a need and can assist.
• We view individual accountabilities as representing the whole team.

You are able to work in the following environmental and working conditions:

• Prolonged periods of sitting at a desk and working on a computer and phone.
• Work in a general office environment.
• Travel to client and prospect locations with varying conditions.  
• You have mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation.