MSP Tech Operations Director: Scale & Reliability

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 Detroit-area MSP, seeks a Director of Technical Operations to run the technical engine day to day, protecting the leadership from firefighting and raising the team’s capability for growth.

You will own service delivery, establish escalation paths, mentor teams, and govern standards across identity, endpoints, security, backup, and networking.

Based in Detroit, this in-office role emphasizes partnership with the leadership team and a focus on scalable processes and reliable operations.

Qualifications

• 7+ years of MSP work — managed services experience is required.
• 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.

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.

Skills

MSP Experience

Service Delivery Leadership

KPI & Metrics

AD & M365

Security & Backup

Networking Fundamentals

Job description

Nextech, a Detroit-area MSP, seeks a Director of Technical Operations to run the technical engine day to day, protecting the leadership from firefighting and raising the team’s capability for growth.

You will own service delivery, establish escalation paths, mentor teams, and govern standards across identity, endpoints, security, backup, and networking.

Based in Detroit, this in-office role emphasizes partnership with the leadership team and a focus on scalable processes and reliable operations.