Why this role exists Huntington Technology is scaling. As we grow, we need a leader whose job is to run the technical engine day to day and protect the leadership team from being pulled into tactical firefighting. This role is the guardian of the operational layer: you absorb and solve the chaos, build the systems that prevent it, and raise the capability of the whole team so we can focus on growth and maturity.
Quick facts
Location: 100% in-office, Bingham Farms (Detroit), MI. Local client onsite visits as needed.
Operating model: EOS. High ownership, strong urgency, clean communication.
Reporting and structure
This role serves as a leadership-team member, which includes participation in leadership meetings and company planning.
Direct reports: Service Desk Manager (oversees triage, helpdesk, and field techs) and Technical Delivery Manager (oversees engineering team,) Centrali ed Services Manager, as well as the Technical Alignment Manager.
Cross-functional partnership: Customer Success (quoting, renewals, contracts, vCIO forecasting) and the leadership team.
Responsibilities
Own service delivery performance through scorecards, KPIs, meeting rhythm, and accountability.
Establish and enforce escalation paths, with you as the final internal stop before leadership involvement.
Provide technical guidance when teams are stuck; drive root-cause thinking and repeat-issue elimination.
Maintain and evolve standards across client environments (identity, endpoint, security, backup, networking fundamentals).
Own tool governance and adoption across PSA/RMM/documentation/security/backup systems.
Improve onboarding efficiency and consistency through process, ownership, and documentation quality.
Build team capability through coaching, training cadence, and performance management.
Required experience
10+ YEARS OF MSP WORK (managed services experience is required; If you've been internal IT only, you're not a fit for this role.)
4+ years leading service delivery (service desk manager, operations manager, service delivery manager, or director level).
Proven ability to run accountability systems: KPIs, standards enforcement, and performance conversations.
Strong troubleshooting mind and technical credibility across AD, Microsoft 365, identity, endpoint/security concepts, backup/BCDR, and core networking fundamentals.
Strongly preferred
EOS experience (L10s, scorecards, Rocks).
Experience leading teams supporting thousands of endpoints and hundreds of clients.
Physical Requirements and Working Conditions:
Office environment will vary depending upon client and may mean a professional office building or a warehouse/construction area
Up to 25% local travel to client sites
While performing the duties of this job, repetitive use of hands or arms required for typing and administrative tasks.
Ability to lift, carry, push, or pull up to 50 lbs as required to perform essential job duties.
Ability to bend, stoop, kneel, crouch, reach, safely climb up and down ladders or stairs as necessary to complete essential tasks.
Ability to stand and/or walk for extended periods during the workday, as required by the position.
Ability to sit for extended periods and perform desk‑based work, including computer use.
Ability to use hands and fingers to perform tasks requiring manual dexterity, such as typing, handling tools, or operating equipment.
Ability to communicate effectively, operate in a fast-paced, sometimes stressful environment, and observe details necessary to perform essential job functions.
Full time 40+ Hours/week; Monday-Friday. After-hours involvement is occasional and typically limited to leadership guidance when teams have exhausted options. This is not a rotating on-call role.
Numbers & Facts
Location
Bingham Farms, MI
Job Type
Full-time
Skills
Administrative Skillsunmatched
Cadenceunmatched
Coachingunmatched
Communication Skillsunmatched
Constructionunmatched
Contract Approvalunmatched
Cross-Functionalunmatched
Customer Support/Serviceunmatched
Delivery Managementunmatched
Dental Insuranceunmatched
Documentationunmatched
Endpoint Securityunmatched
Firefightingunmatched
Forecastingunmatched
Health Insuranceunmatched
Help Deskunmatched
Identify Issuesunmatched
Leadershipunmatched
Manual Dexterityunmatched
Microsoft Active Directoryunmatched
On Callunmatched
On Site Supportunmatched
Onboardingunmatched
Operations Managementunmatched
Performance Managementunmatched
Performance Metricsunmatched
Physical Demandsunmatched
Plan Meetingsunmatched
Sales Managementunmatched
Scorecardingunmatched
Service Deliveryunmatched
Team Buildingunmatched
Team Lead/Managerunmatched
Technical Deliveryunmatched
Technical Leadershipunmatched
Technical Operationsunmatched
Training/Teachingunmatched
Typingunmatched
Vision Planunmatched
Warehousingunmatched
Willing to Travelunmatched
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