Director of Technical Operations

Position Overview

Growing IT MSP in need of a leader to run the technical engine day to day and protect the leadership team from being pulled into tactical firefighting. This role is the guardian of the operational layer: you absorb and solve the chaos build the systems that prevent it and raise the capability of the whole team so we can focus on growth and maturity.

Location

100% in-office Detroit Metro area. Local client onsite visits as needed.

Compensation

$100000 $135000 base plus quarterly and annual bonus potential.

Benefits

401(k) match medical/dental/vision short/long-term disability life insurance PTO paid holidays.

Environment

Managed services provider supporting 100 managed clients and 2500 endpoints (1500 users).

Operating Model

EOS. High ownership strong urgency clean communication.

Reporting & Structure

• This role serves as a leadership-team member which includes participation in leadership meetings and company planning.
• Direct reports: Service Desk Manager (oversees triage helpdesk and field techs) Technical Delivery Manager (oversees engineering team) and Technical Alignment Manager.
• Cross-functional partnership: Customer Success (quoting renewals contracts vCIO forecasting) and the leadership team.

Responsibilities

• Own service delivery performance through scorecards KPIs meeting rhythm and accountability.
• Establish and enforce escalation paths with you as the final internal stop before leadership involvement.
• Provide technical guidance when teams are stuck; drive root-cause thinking and repeat-issue elimination.
• Maintain and evolve standards across client environments (identity endpoint security backup networking fundamentals).
• Own tool governance and adoption across PSA/RMM/documentation/security/backup systems.
• Improve onboarding efficiency and consistency through process ownership and documentation quality.
• Build team capability through coaching training cadence and performance management.

Required Experience

• 7 years of MSP work managed services experience is required. Internal IT only is not a fit for this role.
• 3 years leading service delivery (service desk manager operations manager service delivery manager or director level).
• Proven ability to run accountability systems: KPIs standards enforcement and performance conversations.
• Strong troubleshooting mind and technical credibility across AD Microsoft 365 identity endpoint/security concepts backup/BCDR and core networking fundamentals.

Preferred Experience

• EOS experience (L10s scorecards Rocks).
• Experience leading teams supporting thousands of endpoints and hundreds of clients.

Working Conditions

• Office environment will vary depending upon client and may mean a professional office building or a warehouse/construction area.
• Up to 25% local travel to client sites.
• Repetitive use of hands or arms required for typing and administrative tasks.
• Ability to lift carry push or pull up to 50 lbs as required to perform essential job duties.
• Ability to bend stoop kneel crouch reach and safely climb ladders or stairs as necessary.
• Ability to stand walk and sit for extended periods during the workday.
• Ability to use hands and fingers for tasks requiring manual dexterity (typing tools equipment).
• Ability to communicate effectively operate in a fast-paced environment and observe details necessary for the role.
• Full-time 40 hours/week MondayFriday. After-hours involvement is occasional and limited to leadership guidance. This is not a rotating on-call role.