Director of Technical Operations (MSP)

Description

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.

What You’ll Do
Lead Technical Operations

• 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.

Strengthen Structure & Maturity

• 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.

Drive Performance & Efficiency

• Improve operational discipline across execution teams.
• Support capacity planning and operational efficiency aligned with company performance goals.
• Enhance governance in co-managed IT environments.

Collaborate Across the Organization

• Partner closely with Client Experience leadership to ensure seamless execution.
• Collaborate with executive leadership to align operational performance with company strategy.

Requirements

What You Bring

• 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.

Preferred:

• Experience in co-managed IT environments.
• Familiarity with ITIL-based service frameworks.
• Experience working within structured practice or Centers of Excellence models.

What Success Looks Like

• Consistent SLA performance and reduced escalations.
• Predictable and disciplined project execution.
• Clear ownership and accountability across technical practice areas.
• High-performing managers leading engaged technical 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 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

About Leapfrog Services

Leapfrog Services has delivered managed IT and cybersecurity services since 1998. We’re serious about service, accountability, and doing things the right way — and we believe culture plays a meaningful role in performance.

We value ownership, professionalism, collaboration, and steady improvement. If you’re looking for a place where strong systems and strong leadership matter, this might be the Pond you’re looking for!