Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
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.
- Compensation: $95000 – $125,000 base, plus quarterly and annual bonus potential.
- Benefits: 401(k) match, medical/dental/vision, short/long-term disability, life insurance, PTO, paid holidays.
- Environment: Managed services provider supporting ~130 managed clients and ~2,800 endpoints (~1,800 users).
- Operating model: EOS. High ownership, strong urgency, clean communication.
About Huntington Technology
Huntington Technology is a managed IT services provider serving small and mid-sized businesses with a focus on security, reliability, and exceptional client experience. We are a Microsoft Partner and a top-tier Datto Blue Partner.
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 Project Delivery Manager (oversees project team and TAM).
- Cross-functional partnership: Customer Success (quoting, renewals, contracts, vCIO forecasting) and the leadership team.
Service responsiveness standards (baseline)
Standard tickets:
- Assigned with client notification within 30 minutes (automation assists).
- Meaningfully touched within 4 business hours (even if it is scheduling or clarifying information).
- Target resolution: same day / within 24 hours whenever reasonably possible.
Critical tickets:
- Assigned within 10 minutes.
- Touched within 30 minutes.
- Target resolution: within 4 hours, barring external constraints.
Communication cadence is non-negotiable. Even when progress is blocked by vendors or dependencies, the client receives clear updates: what happened, what we are doing next, what is blocking, and when they will hear from us again.
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.
- Partner with Sales/Marketing and Customer Success as needed to support growth and client outcomes.
Required experience
- 7+ years in an MSP environment (managed services required; internal IT only is not a fit).
- 3+ 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 Microsoft 365, identity, endpoint/security concepts, backup/BCDR, and core networking fundamentals.
Strongly preferred
- EOS experience (L10s, scorecards, Rocks).
- History of improving communication cadence and SLA behavior across a service organization.
- 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.
How to apply
Send a resume and a short note describing your MSP leadership experience, the size of environments you have led, and an example of how you improved service performance through accountability and communication.
Compensation: $95,000.00 - $125,000.00 per year
Huntington Technology Inc
About Huntington Technology
Founded in 2001, Huntington Technology, Inc. is a growing Managed Service Provider that helps small/mid-sized companies with business and technology solutions. We are about building long-term relationships with our clients, helping them grow and supporting them with that growth through technology. Services we provide include networking, IT consulting, data security, data storage, management and backup, disaster recovery, remote and on-site support, cloud services, software and hardware support, etc.
Our friendly and exciting environment continues to evolve thanks to the ideas and accomplishments of our team members and our unparalleled relationships with industry-leading partners. We look for responsible, ambitious, and team-oriented professionals to join our team.
We are looking for an expert. We won’t take just anyone – you need to be energetic, work independently, self-starter, motivated, someone who wants to make a difference with their career, and our customers. You must have a passion for customer service and be able to work in a fast-paced environment. In return you will have the freedom and flexibility to be a successful team member whose skills we will grow and enhance.
Our friendly and exciting environment continues to evolve thanks to the ideas and accomplishments of our team members and our unparalleled relationships with industry-leading partners. We look for responsible, ambitious, and team-oriented professionals to join our team.
We are looking for an expert. We won’t take just anyone – you need to be energetic, work independently, self-starter, motivated, someone who wants to make a difference with their career, and our customers. You must have a passion for customer service and be able to work in a fast-paced environment. In return you will have the freedom and flexibility to be a successful team member whose skills we will grow and enhance.
Company Website: HuntingtonTechnology.com
(if you already have a resume on Indeed)
