Director of Technical Operations; MSP

Leapfrog Services is seeking a Director of Technical Operations (MSP) to lead operational performance, accountability, and scalable execution across our technical teams within a growing managed services environment.

This director-level role is responsible for building structure, consistency, and execution discipline across core technical functions, including Network Operations, Security Operations, Support Engineering, Infrastructure, Cloud, Endpoint, Project Delivery, and related practice areas. This leader will manage technical managers, improve operational maturity, and help scale technical operations to support both client outcomes and company performance.

Reporting to the COO, this role plays a key part in strengthening Leapfrog’s operational maturity, improving cross-functional execution, and continuing the development of our Centers of Excellence model.

This is an ideal role for a structured, performance-driven MSP leader who knows how to create clarity, strengthen accountability, improve KPIs, and lead operational change across a multi-team environment.

What This Role Is Really About

This role is about operational leadership.

It is best suited for someone who has built structure in a growing MSP, MSSP, or multi-client IT services environment and can lead managers through change, standardization, and performance improvement.

This is not primarily a solutions architecture or technical strategy role. The right person will partner closely with technical leadership, but their core value will come from improving execution, discipline, visibility, and accountability across technical operations.

What You'll Do

• Lead managers across core technical functions, including Network Operations, Security Operations, Support Engineering, Infrastructure, Cloud, Endpoint, and Project Delivery
• Build clear accountability, performance expectations, and management cadence across teams
• Improve operational consistency through stronger workflows, documentation, KPI visibility, and cross-functional handoffs
• Monitor and improve service performance, including SLA attainment, escalation trends, utilization, and execution quality
• Identify operational bottlenecks and lead sustainable process improvements that support scale
• Partner with executive, technical, and Client Experience leadership to align operational priorities with business goals
• Help mature Leapfrog’s technical operations model, including the continued development of Centers of Excellence

What You Bring

• 8+ years of IT operations leadership experience within an MSP, MSSP, or multi-client IT services environment.
• Experience leading multiple technical functions, such as support, infrastructure, cloud, security, network operations, or project delivery
• Experience managing managers, team leads, or senior technical staff
• Strong understanding of service operations KPIs, including SLA performance, escalation management, utilization, and capacity planning
• Demonstrated success in improving operational maturity, accountability, and consistency across teams
• Experience standardizing workflows and driving measurable process improvement
• Ability to lead change in an environment that is growing and still maturing operationally
• Strong communication skills with both technical teams and executive leadership

Preferred:

• Experience in co-managed IT environments.
• Familiarity with ITIL-based service management practices
• Experience working within structured practice models or Centers of Excellence
• Experience improving manager effectiveness and team accountability at scale

What Success Looks Like

• Clear ownership and accountability across technical teams
• Improved SLA attainment and reduction in reactive escalations
• Stronger management cadence, KPI visibility, and operational reporting
• More consistent execution across support, engineering, projects, and security functions
• Better cross-functional coordination and fewer handoff gaps
• Higher-performing managers leading more disciplined, engaged teams

Why Leapfrog?

We believe strong people deserve strong support. Here’s what you can expect:

• Competitive salary range of $125,000–$150,000 annually
• Medical, dental, and vision insurance
• HSA plan with company contribution
• 401(k) with…