Director of Technical Operations - IT Managed Service Provider

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

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.