Senior Director, Technical Operations

About Nerdio

At Nerdio, our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments. 

We support organizations of all sizes looking to deploy, manage, and cost-optimize native Microsoft technologies. We partner with Enterprises and Managed Service Providers all over the world to add value on top of their existing native Microsoft investments like Azure Virtual Desktop (AVD), Windows 365, and Microsoft Intune. 

Created in 2016, Nerdio has always taken a market-leading and collaborative approach to cloud deployment and management. In fact, our product roadmap is greatly influenced by the regular feedback we receive from having seen companies deploy AVD into production environments several thousand times using Nerdio technology. 

Today, Nerdio is used in over 50 countries by more than 15,000 organizations of every size and vertical. We’re committed to delivering exceptional service and support, which starts with identifying and supporting the best staff possible. 

We are a fast-moving, nimble company looking for individuals who are collaborative, empathetic, driven and who love to move at the speed of light. If you want to be part of the AVD transformation that Microsoft and Nerdio are leading, then we want to speak with you.

About the role

The Sr. Director of Technical Operations serves as the operational right hand — and strategic Chief of Staff — to the VP of Technical Solutions. This is a high-visibility, high-impact leadership role designed for a sharp, execution-focused operator who thrives at the intersection of strategy, technology, and people. You will be the connective tissue across the Technical Solutions organization: aligning cross-functional initiatives, owning operational rhythms, driving KPI accountability, and ensuring the VP's priorities translate into measurable outcomes across the division.

This role demands equal parts analytical rigor and interpersonal influence. You will interface with leaders across Engineering, Product, Sales, Finance, and Customer Success — representing the VP's office while building trust and credibility of your own. You will be given broad latitude and expected to exercise outstanding judgment independently.

What you'll do

Strategic Operations & Chief of Staff Functions

• Partner with the VP of Technical Solutions to develop, communicate, and execute divisional strategy and multi-quarter operating plans.
• Own the operating cadence of the Technical Solutions division: prepare agendas, lead staff meetings, track action items, and ensure accountability to commitments.
• Prepare executive briefings, board-level materials, and internal strategy decks on behalf of the VP.
• Act as a proxy for the VP in cross-functional meetings, working groups, and escalation paths when appropriate.
• Identify organizational gaps, redundancies, or process inefficiencies and drive remediation initiatives.

KPI Development, Tracking & Performance Management

• Establish, own, and evolve the Technical Solutions division's KPI framework across all functional teams (Technical Support, Solutions Engineering, Technical Enablement, etc.).
• Build and maintain executive-level dashboards and scorecards that surface real-time operational health metrics.
• Lead monthly and quarterly business reviews; analyze performance data, surface trends, and recommend corrective actions.
• Collaborate with technical leads to set team-level OKRs aligned to divisional and company-wide goals.
• Monitor SLAs, CSAT, time-to-resolution, utilization, and other key service delivery metrics; escalate risks proactively.

Budget, Expense & Financial Management

• Manage departmental expense approvals, forecast variances, and ensure disciplined spend governance across headcount, tooling, vendor contracts, and T&E.
• Conduct regular budget-to-actuals reviews; identify cost optimization opportunities without compromising operational effectiveness.
• Lead financial modeling and business cases for new investments, headcount additions, and technology platforms.
• Negotiate and manage key vendor and partner contracts within the division's scope.

Process, Tooling & Operational Excellence

• Design and implement scalable operational processes, workflows, and playbooks that support Nerdio's rapid growth trajectory.
• Own the evaluation and administration of operational tooling (ticketing, CRM integration, knowledge management, reporting platforms).
• Drive process standardization across technical delivery functions to ensure consistent, repeatable, high-quality customer outcomes.
• Lead operational readiness planning for new product launches, market expansions, and organizational changes.

Cross-Functional Leadership & Stakeholder Management

• Build strong working relationships with leaders in Product, Engineering, Sales, Marketing, Finance, and People Operations to drive alignment on shared priorities.
• Facilitate cross-functional project governance, including resource alignment, milestone tracking, and risk management.
• Serve as the escalation point and resolution owner for complex operational issues that span multiple teams or require executive visibility.
• Represent the Technical Solutions division in company-wide planning cycles, including annual planning, headcount reviews, and strategic initiatives.

People & Team Leadership

• Lead, mentor, and develop a team of operational and technical program management professionals within the Technical Solutions organization.
• Partner with People Operations on hiring plans, onboarding programs, career pathing, and retention strategies for the division.
• Champion a high-performance, inclusive culture built on accountability, continuous improvement, and customer-first thinking.
• Support workforce planning and organizational design as the division scales.

Required Qualifications

• 10+ years of progressive experience in technical operations, IT management, or business operations within a B2B SaaS or cloud technology environment.
• 5+ years in a senior leadership role with direct P&L or budget ownership responsibility.
• Proven track record as a director or equivalent strategic operator role.
• Deep experience designing and managing KPI frameworks and operational dashboards.
• Strong financial acumen — budget planning, variance analysis, and business case development.
• Outstanding executive communication and presentation skills (written and verbal).
• Experience leading cross-functional programs in high-growth, fast-paced organizations.
• Proficiency with project management, reporting, and business intelligence tools.

Preferred Qualifications

• Familiarity with Microsoft Cloud technologies: Azure Virtual Desktop, Windows 365, Intune, or M365 ecosystem.
• Experience supporting enterprise IT organizations or MSP channel businesses.
• Background in Solutions Engineering or Technical Support operations.
• Experience managing vendor relationships and technology contract negotiations.
• Exposure to unicorn-stage or post-Series B/C hyper-growth DaaS/SaaS companies.
• Proficiency with tools such as Salesforce, Asana, Power BI, or similar platforms.

Core Competencies

  ● Strategic Thinking

  ● Executive Influence

  ● Financial Acumen

  ● Operational Excellence

  ● Data-Driven Decision Making

  ● Cross-Functional Collaboration

  ● Change Management

  ● People Leadership

  ● Executive Communication

  ● Vendor Management

  ● Process Design

  ● Program Governance

Benefits and Incentives

• Competitive Base and Incentive Plan
• Stock Options
• Health and Welfare Plans*
• Life and Disability Plans*
• Retirement Plan*
• Unlimited Flexible Paid Time Off, including your birthday off!
• Collaborative Team Culture

* Benefits for international employees, outside the US, vary by country. 

Nerdio is committed to a diverse and inclusive workplace. Nerdio is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.