Tech Operations Director — MSP Growth & Stability

NexTech Professional Services; Bingham Farms (MI); On-site; USD 100,000 - 135,000; Full time

Job summary

NexTech Professional Services in Detroit Metro area is seeking a Director of Technical Operations to run the technical engine, stop firefighting, and build systems that scale. 100% in-office role guiding the leadership team.

You will own service delivery performance, set escalation paths, mentor teams, and partner with Customer Success to forecast and renew. The role reports to the leadership team and includes direct reports: Service Desk Manager, Technical Delivery Manager, and Technical

Qualifications

• 7+ years of MSP work experience.
• 3+ years leading service delivery (manager or director level).
• Proven ability to run accountability systems: KPIs, standards enforcement, and performance conversations.
• Strong troubleshooting mindset and credibility across identity, endpoint/security concepts, backup/BCDR, and core networking.

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

KPIs

Root-cause analysis

Technical credibility

Tools

PSA/RMM

Documentation systems

Job description

NexTech Professional Services in Detroit Metro area is seeking a Director of Technical Operations to run the technical engine, stop firefighting, and build systems that scale. 100% in-office role guiding the leadership team.

You will own service delivery performance, set escalation paths, mentor teams, and partner with Customer Success to forecast and renew. The role reports to the leadership team and includes direct reports: Service Desk Manager, Technical Delivery Manager, and Technical