Director of Technical Operations - IT Managed Service Provider

NexTech; Detroit (MI); Sur place; USD 120 000 - 160 000; Plein temps

Avantages offerts par ce poste

401(k) match

Medical/dental/vision

Short/long-term disability

Life insurance

PTO

Paid holidays

Résumé du poste

NexTech, a growing IT MSP in Detroit, seeks a senior leader to run the technical engine day to day, protect leadership from firefighting, and raise the team's capability. This role is 100% in-office in the Detroit Metro area with local client onsite visits as needed.

EOS-driven, with high ownership, urgency, and clear communication. You will participate in leadership planning and guide service delivery, escalation paths, and standards while coaching the team and aligning with company growth

Qualifications

• 7+ years of MSP work experience.
• 3+ years leading service delivery roles.
• Experience implementing accountability systems with KPIs and standards enforcement.
• Strong troubleshooting skills across AD, Microsoft 365, identity, endpoint/security, backup/BCDR, and networking fundamentals.

Responsabilités

• Own service delivery performance through scorecards, KPIs, meeting rhythm, and accountability.
• Establish 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.

Connaissances

MSP leadership

Service delivery leadership

KPI governance

Root-cause analysis

Coaching and mentoring

Outils

Active Directory

Microsoft 365

Identity management

Endpoint security

Backup/BCDR

Networking fundamentals

Description du poste

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.

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

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.