You'll lead a senior team of systems administrators and consultants comprised of experienced generalists who today handle L3 escalations, complex client work, internal platform administration, and Technical Services project engagements. Infrastructure projects (firewall replacements, server replacements and migrations, network refreshes, platform migrations) are delivered by your team, under your ownership, from scoping through closeout. This is a player-coach role. You'll set direction, standards, and priorities for the team, and you're expected to stay technical enough to take a difficult escalation, audit an RMM policy set, or pressure-test a project design yourself. The Director of Operations retains ownership of toolstack governance, security and compliance standards, commercial strategy, and executive-level client relationships. This role operates and continuously improves within that framework, and is expected to drive recommendations upward.