Director of Technical Operations (MSP)
About The Position
Leapfrog Services is seeking a Director of Technical Operations to lead our technical execution organization within our MSP/MSSP environment. This Director-level role provides leadership across Network Operations (NOC), Security Operations (SOC), Support Engineering, Infrastructure, Cloud, Endpoint, Project Delivery, Co-Managed IT, and related technical functions. The position oversees multiple technical managers and is responsible for operational performance, accountability, and structured execution across all technical practice areas. Reporting to the COO, this role plays a key part in continuing the maturity of our Centers of Excellence operating model and strengthening operational discipline across teams. If you are a structured, performance-driven leader who thrives on building clarity, accountability, and measurable improvement, this role offers meaningful impact within a stable, growth-focused organization.
Requirements
- 8+ years of IT operations leadership experience within an MSP, MSSP, or multi-client environment.
- Experience leading multi-disciplinary technical teams (operations, infrastructure, cloud, security, or project delivery).
- 3+ years managing managers or senior technical staff.
- Strong understanding of SLA management, escalation frameworks, utilization metrics, and service operations KPIs.
- Demonstrated success improving operational maturity within service organizations.
Nice To Haves
- Experience in co-managed IT environments.
- Familiarity with ITIL-based service frameworks.
- Experience working within structured practice or Centers of Excellence models.
Responsibilities
- Lead and develop managers across Network Operations (NOC), Security Operations (SOC), Support Engineering, Infrastructure, Cloud, Endpoint, and Project Delivery functions.
- Establish clear performance expectations and accountability standards across technical teams.
- Monitor and improve KPIs, including SLA adherence, escalation trends, utilization, and project timelines.
- Identify systemic issues and implement sustainable operational improvements.
- Support the continued development of structured technical practice areas aligned to service offerings.
- Strengthen ownership boundaries and reduce operational friction between teams.
- Standardize workflows, documentation expectations, and cross-functional handoffs.
- Improve operational discipline across execution teams.
- Support capacity planning and operational efficiency aligned with company performance goals.
- Enhance governance in co-managed IT environments.
- Partner closely with Client Experience leadership to ensure seamless execution.
- Collaborate with executive leadership to align operational performance with company strategy.
Benefits
- Competitive salary range of $125,000–$150,000 annually
- Medical, dental, and vision insurance
- HSA plan with company contribution
- 401(k) with company match
- Company-paid life and disability insurance
- Paid time off, paid holidays, and birthday off
- Telemedicine and virtual mental health support available from day one
- Professional development support (certifications, training, industry memberships)
- Milestone anniversary rewards and long-term service recognition
- A collaborative, in-office environment in Atlanta
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
