Director of Technical Operations - MSP Systems Leader

NexTech; Detroit (MI); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

401(k) match

Medical/dental/vision

Short/long-term disability

Life insurance

PTO

Paid holidays

Job summary

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.

Responsibilities

• 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.

Skills

MSP leadership

Service delivery leadership

KPI governance

Root-cause analysis

Coaching and mentoring

Tools

Active Directory

Microsoft 365

Identity management

Endpoint security

Backup/BCDR

Networking fundamentals

Job description

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