Director

Description

Our client is a growing managed IT services provider and is seeking a Director of Technical Operations to run the day-to-day technical engine of the business. This is a senior leadership role responsible for stabilizing service delivery, strengthening operational systems, and enabling the executive team to focus on growth rather than reactive problem-solving.

This leader owns the operational layer of the organization-removing friction, eliminating repeat issues, building scalable processes, and elevating team performance across service delivery and project execution.

About Our Client

Our client is a managed IT services provider supporting small and mid-sized businesses with a strong emphasis on security, reliability, and client experience. They are a Microsoft Partner and top-tier Datto Blue Partner.

Key Responsibilities

• Own service delivery performance through KPIs, scorecards, and meeting cadence
• Enforce escalation paths; serve as final internal escalation before executive involvement
• Provide technical leadership on complex or stalled issues
• Drive root-cause analysis and eliminate repeat problems
• Maintain and evolve technical standards (identity, endpoint, security, backup, networking)
• Own tool governance across PSA, RMM, documentation, security, and backup platforms
• Improve onboarding efficiency and documentation quality
• Develop team capability through coaching, training, and performance management
• Partner with Customer Success and Sales/Marketing to support growth and retention

Required Experience

• 7+ years in a managed services (MSP) environment
• 3+ years leading service delivery or operations at manager or director level
• Proven success running accountability systems (KPIs, standards, performance conversations)
• Strong technical credibility across Microsoft 365, identity, endpoint/security, backup/BCDR, and core networking

Requirements

Required Experience

• 7+ years in amanaged services (MSP) environment
• 3+ years leading service delivery or operations at manager or director level
• Proven success running accountability systems (KPIs, standards, performance conversations)
• Strong technical credibility across Microsoft 365, identity, endpoint/security, backup/BCDR, and core networking

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