Director of Technical Operations

Location: 100% in-office, Bingham Farms (Detroit), MI. Local client onsite visits as needed.

Benefits: 401(k) match, medical/dental/vision, short/long-term disability, life insurance, PTO, paid holidays. Environment: Managed services provider supporting ~130 managed clients and ~2,800 endpoints (~1,800 users). Operating model: EOS. High ownership, strong urgency, clean communication. Reporting and 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) and Technical Delivery Manager (oversees engineering team,) Centrali ed Services Manager, as well as the 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: 10+ YEARS OF MSP WORK (managed services experience is required; If you've been internal IT only, you're not a fit for this role.) 4+ 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. Strongly preferred EOS experience (L10s, scorecards, Rocks). Experience leading teams supporting thousands of endpoints and hundreds of clients. Physical Requirements and 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 While performing the duties of this job, 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, safely climb up and down ladders or stairs as necessary to complete essential tasks. Ability to stand and/or walk for extended periods during the workday, as required by the position. Ability to sit for extended periods and perform desk‑based work, including computer use. Ability to use hands and fingers to perform tasks requiring manual dexterity, such as typing, handling tools, or operating equipment. Ability to communicate effectively, operate in a fast-paced, sometimes stressful environment, and observe details necessary to perform essential job functions. Full time 40+ Hours/week; Monday-Friday. After-hours involvement is occasional and typically limited to leadership guidance when teams have exhausted options. This is not a rotating on-call role.