Director of Technical Delivery / Technical Operations Lead

#Director of Technical Delivery / Technical Operations Lead

**Location:** Fully Remote
**Type:** Full-Time

## About the Company

We are a fast-growing Managed IT Services Provider (MSP) serving businesses throughout the New York metropolitan region. Our focus is on delivering reliable, secure, and well-managed technology environments for small and mid-sized organizations.

We specialize in Microsoft-first environments, cybersecurity, cloud infrastructure, and responsive IT support that businesses can rely on.

As we continue to grow, we are seeking a **technical leader who can take ownership of technical delivery across the organization**, ensuring that support, projects, and infrastructure standards are executed at a high level.

This is not just another engineering role. This is a **leadership position responsible for driving technical excellence across the company.**

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# The Role

We are seeking a **Director of Technical Delivery (Technical Operations Lead)** who will oversee the technical execution of services across the organization. This individual will ensure that support tickets, escalations, projects, and infrastructure implementations are delivered efficiently and at a high standard.

You will serve as the **technical backbone of the organization**, mentoring engineers, improving processes, and ensuring clients receive exceptional service.

This role is ideal for someone who enjoys **solving complex problems, building systems and processes, mentoring engineers, and ensuring technology environments run smoothly.**

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# Key Responsibilities

## Technical Leadership

* Serve as the senior technical escalation point for complex client environments
* Provide architectural guidance for Microsoft 365, cloud infrastructure, networking, and security
* Establish and maintain technical standards across client environments
* Ensure cybersecurity best practices are consistently implemented

## Service Delivery Oversight

* Monitor support operations to ensure tickets move efficiently through the system
* Ensure SLAs are met and escalations are handled properly
* Improve support workflows and operational efficiency
* Assist with complex troubleshooting when required

## Project Oversight

* Lead or oversee implementation of IT infrastructure and cloud projects
* Ensure projects are properly scoped, executed, and documented
* Coordinate internal resources to ensure project success
* Ensure projects are delivered on time and within scope

## Technical Team Leadership

* Mentor and develop Level 1, Level 2, and Level 3 engineers
* Assist in building training paths for technicians
* Foster a culture of technical excellence and accountability
* Support hiring and technical evaluation of new engineers

## Documentation & Standards

* Ensure proper documentation of client environments within documentation systems
* Standardize client environments wherever possible
* Create and maintain SOPs for common procedures

## Tool Stack Ownership

Oversee and improve the technical tool stack including:

* SuperOps (PSA/RMM)
* Hudu Documentation
* Ubiquiti Networking
* Duo Security
* Webroot
* IRONSCALES
* Printix
* Blackpoint Cyber SOC
* DropSuite Backup
* Axcient Backup
* Datto Backup
* Untangle / Arista Firewalls
* Microsoft 365 / Azure / Entra ID
* SharePoint / OneDrive / Exchange Online

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# Required Experience

We are seeking a **strong technical generalist with leadership capability.**

Minimum requirements:

* 7+ years working in IT infrastructure or managed services
* 3+ years working in a senior technical role within an MSP or similar environment
* Strong expertise in **Microsoft 365 administration and security**
* Experience managing **cloud and hybrid infrastructure environments**
* Strong troubleshooting skills across networking, servers, and cloud platforms
* Experience with **PowerShell scripting and automation**
* Experience leading technical projects

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# Technical Expertise

Candidates should have strong experience with:

### Microsoft Cloud

* Microsoft 365
* Azure / Entra ID
* Intune / Endpoint Management
* Conditional Access
* SharePoint Online
* Exchange Online

### Infrastructure

* Active Directory
* DNS / DHCP
* Backup and disaster recovery systems

### Networking

* VLANs
* Firewalls
* VPNs
* Site-to-site connectivity
* Wireless networks

### Security

* Endpoint security
* Identity protection
* Email security
* MFA
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# Ideal Candidate Traits

The ideal candidate:

* Thinks like an **owner**, not just an employee
* Can **solve complex problems independently**
* Is highly organized and process-oriented
* Enjoys mentoring and developing engineers
* Is comfortable communicating directly with clients
* Thrives in a **fast-moving MSP environment**

This is a **high-impact role** for someone who wants to shape the technical direction of a growing IT services organization.

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# Work Environment

* Fully remote position
* Must be available during **U.S. Eastern Time business hours**
* Some flexibility required for project work or escalations

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# Compensation & Benefits

* Competitive salary based on experience
* Performance-based incentives
* Flexible remote work environment
* Opportunity to grow with a rapidly evolving technology company

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# Why Join the Team?

This role offers the opportunity to:

* Shape the **technical direction of a growing MSP**
* Lead and mentor a talented engineering team
* Work on **complex and interesting environments**
* Build systems and processes that scale

If you are a **technical leader who enjoys solving difficult problems and building strong teams**, we would love to hear from you.