Overview

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 AboutWe 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 DoLead managers and technical leaders across NOC, SOC, Support Engineering, Infrastructure, Cloud, Endpoint, Project Delivery, and related technical functionsImprove coordination across technical teams and reduce gaps in ownership, communication, and handoffsEstablish clear accountability, performance expectations, management cadence, and operational standardsProvide technical and operational guidance on escalations, dependencies, risks, and cross-functional decisionsImprove service delivery through stronger workflows, documentation, escalation processes, and operational practicesMonitor and improve SLAs, KPIs, utilization, capacity, escalation trends, project execution, and service qualityDevelop technical managers and strengthen leadership capability across the organizationHelp build and mature Leapfrog's technical Centers of ExcellencePartner with Client Experience & Service Delivery, executive leadership, and technical leadership to align technical operations with client and business prioritiesSupport resource planning, service design, and operational financial decisionsWhat 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 organizationBroad technical knowledge across multiple areas such as networking, infrastructure, cloud, cybersecurity, endpoint management, and support engineeringExperience leading multiple technical functions and directly managing people managers or technical leaders responsible for their own teamsStrong operational judgment, executive communication, and a track record of improving performance in complex technical environmentsPreferred:Leadership experience within a larger or mature MSP/MSSPExperience building or maturing Centers of Excellence, technical practices, or service delivery organizationsCo-managed IT experienceITIL, service management, RACI, or other operational governance experienceP&L, budgeting, service design, or operational financial responsibilityExperience in both managed services and internal enterprise IT environmentsWhat Success Looks LikeTechnical teams operate with clear ownership and strong leadershipCross-functional collaboration is consistent across technical and client-facing teamsService performance is visible, measurable, and continuously improvingTechnical risks, dependencies, and escala