Director of Technical Operations

Huntington Technology Inc•Beverly Hills, MI

11d•Onsite

About The Position

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. Huntington Technology is a managed IT services provider serving small and mid-sized businesses with a focus on security, reliability, and exceptional client experience. We are a Microsoft Partner and a top-tier Datto Blue Partner. This role serves as a leadership-team member, which includes participation in leadership meetings and company planning. Service responsiveness standards (baseline) Standard tickets: Assigned with client notification within 30 minutes (automation assists). Meaningfully touched within 4 business hours (even if it is scheduling or clarifying information). Target resolution: same day / within 24 hours whenever reasonably possible. Critical tickets: Assigned within 10 minutes. Touched within 30 minutes. Target resolution: within 4 hours, barring external constraints. Communication cadence is non-negotiable. Even when progress is blocked by vendors or dependencies, the client receives clear updates: what happened, what we are doing next, what is blocking, and when they will hear from us again.

Requirements

7+ years in an MSP environment (managed services required; internal IT only is not a fit).
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 Microsoft 365, identity, endpoint/security concepts, backup/BCDR, and core networking fundamentals.

Nice To Haves

EOS experience (L10s, scorecards, Rocks).
History of improving communication cadence and SLA behavior across a service organization.
Experience leading teams supporting thousands of endpoints and hundreds of clients.

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.
Partner with Sales/Marketing and Customer Success as needed to support growth and client outcomes.