Director of Technical Operations

About the role

Huntington Technology is scaling. As we grow, we need a leader whose job is to run the technical engine day to day and protect the leadership team from being pulled into tactical firefighting. This role is the guardian of the operational layer: you absorb and solve the chaos, build the systems that prevent it, and raise the capability of the whole team so we can focus on growth and maturity.

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

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), Centralized 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.

Requirements

• 10+ years of MSP work (managed services experience is required; internal IT only experience is not a fit).
• 4+ years leading service delivery (service desk manager, operations manager, service delivery manager, or