Director of Technical Operations

Company Overview

Trust Wills has spent more than 14 years delivering dependable will-writing services to clients in the Burton-on-Trent and Staffordshire region. The business is recognized for a transparent fixed-fee model and a home-visit approach that makes estate planning easier to understand, more accessible, and more convenient. Its client-focused style is built around tailored guidance that helps people make important legal and financial decisions with confidence. As the organization grows, it is also modernizing its technology and operations to better serve an expanding client base.

Role Summary

This is a full-time remote leadership position responsible for overseeing technical operations across internal teams and client-facing services. The Director of Technical Operations will ensure dependable systems, tools, and platforms, while driving improvements that support service quality and business growth.

Key Duties

• Lead the technical support function and maintain a high standard of system reliability and issue resolution.
• Handle troubleshooting workflows and incident response to minimize disruption and restore service quickly.
• Work with internal stakeholders to identify, prioritize, and deliver technology enhancements.
• Build and maintain operating procedures, documentation, and best practices for technical processes.
• Oversee program management for major technology initiatives, including planning, sequencing, resource use, and deadlines across multiple projects.
• Manage budgets tied to technology and infrastructure, with attention to forecasting, cost control, and vendor or tool decisions.
• Spot opportunities to reduce costs while maintaining service quality and operational effectiveness.
• Support compliance with relevant operational standards and translate quality requirements into practical processes.
• Partner with leadership to ensure technical operations support business objectives and client needs.
• Lead remote teams effectively, encourage collaboration, and reinforce accountability and continuous improvement.

Qualifications

• Strong experience in technical support and troubleshooting, ideally with leadership responsibility for teams that keep systems stable and responsive.
• Demonstrated program management capability, including handling several technical initiatives at the same time.
• Solid budgeting experience involving forecasting, expense control, and vendor or software selection.
• Exposure to GMP or a comparable operational and quality framework, with the ability to turn standards into usable procedures.
• Background in technical operations leadership, preferably within professional services, legal, or financial services settings.
• Strong analytical, organizational, and decision-making skills, plus the ability to explain issues clearly to both technical and non-technical audiences.
• Experience managing remote teams and building a collaborative, improvement-focused culture.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related discipline; equivalent hands-on experience may also be accepted.

Additional Information

Trust Wills emphasizes professionalism, integrity, and service that keeps the client at the center. The role supports an organization that is actively improving its systems and operations as it grows.