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 About

We 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 Do

Lead managers and technical leaders across NOC, SOC, Support Engineering, Infrastructure, Cloud, Endpoint, Project Delivery, and related technical functions
Improve coordination across technical teams and reduce gaps in ownership, communication, and handoffs
Establish clear accountability, performance expectations, management cadence, and operational standards
Provide technical and operational guidance on escalations, dependencies, risks, and cross-functional decisions
Improve service delivery through stronger workflows, documentation, escalation processes, and operational practices
Monitor and improve SLAs, KPIs, utilization, capacity, escalation trends, project execution, and service quality
Develop technical managers and strengthen leadership capability across the organization
Help build and mature Leapfrog's technical Centers of Excellence
Partner with Client Experience & Service Delivery, executive leadership, and technical leadership to align technical operations with client and business priorities
Support resource planning, service design, and operational financial decisions

What 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 organization
Broad technical knowledge across multiple areas such as networking, infrastructure, cloud, cybersecurity, endpoint management, and support engineering
Experience leading multiple technical functions and directly managing people managers or technical leaders responsible for their own teams
Strong operational judgment, executive communication, and a track record of improving performance in complex technical environments

Preferred:

Leadership experience within a larger or mature MSP/MSSP
Experience building or maturing Centers of Excellence, technical practices, or service delivery organizations
Co-managed IT experience
ITIL, service management, RACI, or other operational governance experience
P&L, budgeting, service design, or operational financial responsibility
Experience in both managed services and internal enterprise IT environments

What Success Looks Like

Technical teams operate with clear ownership and strong leadership
Cross-functional collaboration is consistent across technical and client-facing teams
Service performance is visible, measurable, and continuously improving
Technical risks, dependencies, and escalations are managed proactively
Managers are equipped to lead effectively and develop their teams
Leapfrog's Centers of Excellence continue to mature and scale
Technical operations support a consistent, high-quality client experience

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 services 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!

Compensation details: 00 Yearly Salary

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Leapfrog Services, Inc.

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Director of IT Operations & Engineering - MSP