Director of IT Operations & Engineering – MSP

Leapfrog Services is seeking a Director of IT Operations & Engineering to lead technical operations across our Managed Service Provider (MSP) and Managed Security Service Provider (MSSP) environment.

This senior technical leadership role oversees multiple functions, including Network Operations (NOC), Security Operations (SOC), Support Engineering, Infrastructure, Cloud, Endpoint Management, and Project Delivery.

Reporting to the COO, the Director will bring these technical teams together as a more coordinated organization, strengthen operational and technical leadership, and help advance Leapfrog’s Centers of Excellence (CoE) operating model.

The Director will also work closely with Client Experience & Service Delivery leadership to improve communication and execution across technical and client-facing teams.

What This Role Is Really About

We are looking for more than a general operations leader.

The right person combines broad technical expertise with strong operational and organizational leadership. They understand how infrastructure, networking, cloud, cybersecurity, endpoint, engineering, and managed services intersect and can engage credibly with experienced technical leaders.

This is a leadership role rather than an individual-contributor engineering position, but technical depth is essential.

The successful candidate will know how to lead through managers, strengthen cross-functional collaboration and accountability, and improve technical operations within the pace and complexity of an MSP/MSSP environment.

What You'll Do

• Lead managers and technical leaders across NOC, SOC, Support Engineering, Infrastructure, Cloud, Endpoint, Project Delivery, and related technical functions
• Improve coordination across technical teams and reduce gaps in ownership, communication, and handoffs
• Establish clear accountability, performance expectations, management cadence, and operational standards
• Provide technical and operational guidance on escalations, dependencies, risks, and cross-functional decisions
• Improve service delivery through stronger workflows, documentation, escalation processes, and operational practices
• Monitor and improve SLAs, KPIs, utilization, capacity, escalation trends, project execution, and service quality
• Develop technical managers and strengthen leadership capability across the organization
• Help build and mature Leapfrog’s technical Centers of Excellence
• Partner with Client Experience & Service Delivery, executive leadership, and technical leadership to align technical operations with client and business priorities
• Support resource planning, service design, and operational financial decisions

What You Bring

• 8+ years of experience in IT operations, infrastructure, engineering, or technical services, including senior leadership responsibility
• Leadership experience within an MSP, MSSP, or multi-client managed IT services organization
• Broad technical knowledge across multiple areas such as networking, infrastructure, cloud, cybersecurity, endpoint management, and support engineering
• Experience leading multiple technical functions and directly managing people managers or technical leaders responsible for their own teams
• Strong operational judgment, executive communication, and a track record of improving performance in complex technical environments

Preferred:

• Leadership experience within a larger or mature MSP/MSSP
• Experience building or maturing Centers of Excellence, technical practices, or service delivery organizations
• Co-managed IT experience
• ITIL, service management, RACI, or other operational governance experience
• P&L, budgeting, service design, or operational financial responsibility
• Experience in both managed services and internal enterprise IT environments

What Success Looks Like

• Technical teams operate with clear ownership and strong leadership
• Cross-functional collaboration is consistent across technical and client-facing teams
• Service performance is visible, measurable, and continuously improving
• Technical risks, dependencies, and escalations are managed proactively
• Managers are equipped to lead effectively and develop their teams
• Leapfrog’s Centers of Excellence continue to mature and scale
• Technical…