About this role
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.
- 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.