Hybrid Director of Technology – Operations

at GEM Technologies

• Job title: Director of Technology – Operations
• Job type: Full Time
• Experience level: Lead
• Salary: $150,000 - $175,000 per year
• Degree requirement: No Education Requirement
• Tech skills: Cyber Security
• Location requirements: Hybrid, New York City, United States

About the role

• Director of Technology & Operations at GEM Technologies overseeing IT strategy and operations. Leading the team to deliver exceptional managed services and enhance cybersecurity while ensuring client satisfaction.

Responsibilities

• Define and execute the company’s technology strategy aligned with business goals and the evolving cybersecurity landscape
• Evaluate emerging technologies, tools, and platforms to maintain competitive advantage
• Oversee core MSP platforms (Microsoft 365, security stack, RMM, PSA, backups, networking, etc.)
• Ensure strong cybersecurity standards across internal systems and client environments
• Act as senior technical authority in client-facing discussions when needed
• Standardize and optimize service delivery processes, documentation, and recurring task checklists
• Own continuous improvement initiatives across service operations
• Partner with leadership on capacity planning and resource utilization
• Ensure high-quality, consistent client experience across the MSP
• Lead, mentor, and develop the technical team
• Conduct regular one-on-ones, performance reviews, and feedback cycles
• Oversee hiring and interviewing of employees and contractors
• Develop and maintain technical and behavioral pre-employment assessments
• Foster a culture of accountability, learning, and operational maturity
• Oversee development of Quarterly Business Reviews (QBRs)
• Support key client relationships and escalation management
• Translate client business needs into scalable technical solutions
• Ensure service quality metrics and SLAs are met or exceeded
• Review employee and subcontractor timesheets
• Oversee subcontractor management, approvals, and coordination with billing
• Support billing and invoicing processes in coordination with finance/admin staff

Requirements

• 8–15 years in IT, MSP, or technology services
• Prior leadership experience in an MSP or services-based IT organization
• Strong background in Microsoft ecosystems, cybersecurity, and modern IT stacks
• Proven ability to scale teams and improve operational maturity
• Strategic thinker who is also execution-oriented
• Calm under pressure, structured, and process-driven
• Trusted mentor and people leader
• Comfortable acting as “second-in-command” to the owner

Benefits

• Health insurance
• Dental/Vision insurance
• 4 weeks PTO
• Flexible / remote-first culture
• Clear authority
• Professional development budget and paid certifications
• Conference attendance (MSP-specific)