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.

Compensation $100,000 – $135,000 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 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.

Commitment 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.