Director of Technical Operations - IT Managed Service Provider

Director of Technical Operations - MSP

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.

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 2,500+ endpoints (1,500+ 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, Monday–Friday. After-hours involvement is occasional and limited to leadership guidance. This is not a rotating on-call role.