Director of IT Operations — MSP Systems Leader

NexTech; Michigan; On-site; USD 120,000 - 180,000; Full time

Job summary

NexTech, a growing IT MSP in Detroit Metro, seeks a leadership-driven senior operator to run the technical engine and protect the leadership team from firefighting. The role guards the operational layer, builds scalable systems, and raises team maturity to enable growth.

You will oversee service delivery, drive processes, and mentor managers across the engineering and field teams. This is an in-office position with local client visits as needed.

Qualifications

• 7+ years MSP work experience, required.
• 3+ years leading service delivery roles.
• Proven ability to run accountability systems (KPIs, standards, performance conversations).
• Strong troubleshooting with credibility across AD, M365, identity, security, backup/BCDR, and networks.

Responsibilities

• Own service delivery performance through scorecards, KPIs, meeting rhythm and accountability.
• Establish and enforce escalation paths; act as final internal stop before leadership involvement.
• Provide technical guidance when teams are stuck; drive root-cause thinking and issue elimination.
• Maintain and evolve standards across client environments (identity, endpoint, security, backup, networking).
• 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.
• Travel up to 25% locally to client sites.

Skills

MSP experience

Leadership

KPI management

Troubleshooting

AD/M365/Identity security

Networking fundamentals

Tools

PSA

RMM

Documentation

Security tooling

Backup systems

Job description

NexTech, a growing IT MSP in Detroit Metro, seeks a leadership-driven senior operator to run the technical engine and protect the leadership team from firefighting. The role guards the operational layer, builds scalable systems, and raises team maturity to enable growth.

You will oversee service delivery, drive processes, and mentor managers across the engineering and field teams. This is an in-office position with local client visits as needed.