Director of Technology & Operations (Path to VP / CTO)

GEM Technologies•New York, NY

23d•$150,000 - $175,000•Hybrid

About The Position

GEM Technologies is a full-service managed IT service provider delivering strategic technology solutions that empower businesses to grow securely and efficiently. With offices in NYC and Fort Myers and a relentless focus on personalized service and innovative IT solutions, we help our clients solve complex technology challenges, optimize performance, and enhance cybersecurity. We are seeking a senior technology and operations leader to help scale and mature our Managed Services Provider. This role will serve as the operational and technical backbone of the organization—owning technology strategy, team leadership, service delivery excellence, and continuous improvement initiatives. The Director of Technology & Operations will partner closely with the President to translate vision into execution, while taking full ownership of day-to-day technical leadership, people management, and operational rigor.

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

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