[Remote] Senior Director, Technical Operations

Note: The job is a remote job and is open to candidates in USA. Nerdio is dedicated to simplifying IT professionals' lives and maximizing investments in Microsoft cloud technologies. The Senior Director of Technical Operations will serve as a strategic Chief of Staff to the VP of Technical Solutions, focusing on operational leadership, KPI accountability, and aligning cross-functional initiatives.ResponsibilitiesPartner with the VP of Technical Solutions to develop, communicate, and execute divisional strategy and multi-quarter operating plansOwn the operating cadence of the Technical Solutions division: prepare agendas, lead staff meetings, track action items, and ensure accountability to commitmentsPrepare executive briefings, board-level materials, and internal strategy decks on behalf of the VPAct as a proxy for the VP in cross-functional meetings, working groups, and escalation paths when appropriateIdentify organizational gaps, redundancies, or process inefficiencies and drive remediation initiativesEstablish, 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 metricsLead monthly and quarterly business reviews; analyze performance data, surface trends, and recommend corrective actionsCollaborate with technical leads to set team-level OKRs aligned to divisional and company-wide goalsMonitor SLAs, CSAT, time-to-resolution, utilization, and other key service delivery metrics; escalate risks proactivelyManage departmental expense approvals, forecast variances, and ensure disciplined spend governance across headcount, tooling, vendor contracts, and T&EConduct regular budget-to-actuals reviews; identify cost optimization opportunities without compromising operational effectivenessLead financial modeling and business cases for new investments, headcount additions, and technology platformsNegotiate and manage key vendor and partner contracts within the division's scopeDesign and implement scalable operational processes, workflows, and playbooks that support Nerdio's rapid growth trajectoryOwn 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 outcomesLead operational readiness planning for new product launches, market expansions, and organizational changesBuild strong working relationships with leaders in Product, Engineering, Sales, Marketing, Finance, and People Operations to drive alignment on shared prioritiesFacilitate cross-functional project governance, including resource alignment, milestone tracking, and risk managementServe as the escalation point and resolution owner for complex operational issues that span multiple teams or require executive visibilityRepresent the Technical Solutions division in company-wide planning cycles, including annual planning, headcount reviews, and strategic initiativesLead, mentor, and develop a team of operational and technical program management professionals within the Technical Solutions organizationPartner with People Operations on hiring plans, onboarding programs, career pathing, and retention strategies for the divisionChampion a high-performance, inclusive culture built on accountability, continuous improvement, and customer-first thinkingSupport workforce planning and organizational design as the division scalesSkills10+ years of progressive experience in technical operations, IT management, or business operations within a B2B SaaS or cloud technology environment5+ years in a senior leadership role with direct P&L or budget ownership responsibilityProven track record as a director or equivalent strategic operator roleDeep experience designing and managing KPI frameworks and operational dashboardsStrong financial acumen — budget planning, variance analysis, and business case developmentOutstanding executive communication and presentation skills (written and verbal)Experience leading cross-functional programs in high-growth, fast-paced organizationsProficiency with project management, reporting, and business intelligence toolsFamiliarity with Microsoft Cloud technologies: Azure Virtual Desktop, Windows 365, Intune, or M365 ecosystemExperience supporting enterprise IT organizations or MSP channel businessesBackground in Solutions Engineering or Technical Support operationsExperience managing vendor relationships and technology contract negotiationsExposure to unicorn-stage or post-Series B/C hyper-growth DaaS/SaaS companiesProficiency with tools such as Salesforce, Asana, Power BI, or similar platformsBenefitsCompetitive Base and Incentive PlanStock OptionsHealth and Welfare Plans*Life and Disability Plans*Retirement Plan*Unlimited Flexible Paid Time Off, including your birthday off!Collaborative Team CultureCompany OverviewNerdio offers cloud solutions to streamline IT management, focusing on Microsoft Azure and virtual desktop optimization. It was founded in 2016, and is headquartered in Chicago, Illinois, USA, with a workforce of 201-500 employees. Its website is http://www.getnerdio.com.