Director of Technical Operations

Director of Technical Operations

We are looking for someone to not only manage day-to-day technical operations but build, scale, and run them. If you’ve spent time inside a service organization, you’ve likely seen how things should run, but lacked the authority to fix them. This role is designed to change that.

Company Overview 

We are a global AV systems integrator delivering collaboration and digital signage solutions at enterprise scale. Our clients span corporate, retail, healthcare, government, and higher education environments where uptime, consistency, and execution discipline are critical.

Our approach is defined by direct accountability, speed of execution, and engineering-led delivery. Decisions are made quickly, ownership is clear, and work moves forward without unnecessary layers or delay.

Our model is built on Build – Monitor – Maintain:

- Build: Engineer-led design and global deployment of AV systems 

- Monitor: Proactive, data-driven monitoring and performance visibility 

- Maintain: High-touch service delivery with measurable SLAs and outcomes 

We are building the operational backbone of a next-generation AV and managed services company—and we need a leader to own and scale it.

Our fastest-growing area is proactive monitoring and service. Building a scalable, high-performance service engine will define the next phase of our growth.

Role Overview 

We are seeking a hands-on Director of Technical Operations to lead and scale execution across all aspects of our Managed Services Operations:  Help desk, proactive monitoring, connectivity, hosting and licensing.

This role requires a strong technical foundation in AV and IT, combined with the ability to lead and scale a team supporting systems post-deployment. You must be equally comfortable diving into complex technical issues as you are designing and implementing processes that streamline systems, reduce operational stress, and improve consistency. You will be expected to step in when needed—resolving issues, supporting the team, and driving day-to-day execution.

You will operate in a high-accountability, low-bureaucracy environment where ownership is real, and your impact will be immediate.

What Success Looks Like 

- A scalable, high-performing team with clear ownership, strong technical depth, and a culture of urgency and accountability 

- Client satisfaction that is visible and measurable—fast response times, consistent communication, and a service experience that drives long-term trust and retention 

- Revenue growth driven by service excellence—expansion of managed services, strong contract renewal rates.

- Proactive, data-driven service operations that continuously improve through monitoring, analytics, and structured feedback loops 

- High remote resolution rates, minimizing on-site intervention while improving efficiency and margin 

- Full operational visibility across tickets, assets, SLAs, and deployments—enabling better decision-making and forecasting 

- A market reputation for execution and reliability, positioning the company as a trusted enterprise partner 

Key Responsibilities 

Service Operations (Monitor & Maintain) 

- Lead and scale Help Desk / Service operations with disciplined ticketing, triage, escalation, and resolution workflows 

- Own SLA performance, response times, and client-facing reporting 

- Drive proactive monitoring strategies leveraging modern platforms, automation, and analytics 

- Increase remote resolution rates and reduce unnecessary on-site service calls 

- Oversee dispatch and field service coordination for efficient execution 

- Enforce documentation standards and repeatable service practices 

- Analyze ticket trends and lead root cause resolution initiatives 

- Eliminate single points of failure through process, documentation, and team structure 

Why Join Us 

- Direct Impact: Shape and build the technical operational backbone of a growing company 

- True Ownership: Authority across service performance, operational systems, and execution standards 

- Speed & Agility: Work in an environment where decisions are made quickly and executed without delay 

- Leadership Access: Work directly with executive leadership on strategy and execution 

- Growth Platform: Be part of scaling a managed services-led business 

Compensation & Benefits 

- Base Salary: $100,000 (commensurate with experience) 

- Performance Bonus: Tied to SLA performance, operational KPIs, and service growth 

- Complete Benefits Package