Director of Managed Services (MSP)

Description:

Department: Management

Billable Hours Goal: N/A

Position Type: Full Time

Travel Required: Minimal as needed

JOB SUMMARY:

The Director of Managed Services (MSP) is responsible for leading ComTec Solutions' customer-facing Managed IT Services organization, including service delivery, technical operations, customer satisfaction, team performance, and departmental results.

This position leads a team of IT professionals responsible for supporting multiple external customers in a Managed Service Provider (MSP) environment. The Director is accountable for developing the team, improving operational performance, maintaining high levels of customer satisfaction, managing service delivery metrics, and ensuring the department can effectively scale as the business grows.

The Director works closely with company leadership, Sales, and other departments to ensure ComTec delivers consistent, high-quality managed IT services while identifying opportunities to improve efficiency, standardization, automation, and profitability.

This is not an internal/corporate IT leadership position. Candidates must have leadership experience within a Managed Service Provider (MSP) or outsourced IT services organization supporting multiple external customers. 

REPORTS TO: Director of Operations

DIRECT REPORTS: Information Technology Group

ESSENTIAL FUNCTIONS:

• Provide overall leadership and direction for ComTec's Managed IT Services organization.
• Lead, coach, develop, and hold accountable technical team members and department leaders.
• Own overall service delivery performance and customer experience across the managed services customer base.
• Establish, monitor, and improve key operational metrics including SLA attainment, response and resolution times, ticket aging, backlog, utilization, customer satisfaction, and project/task performance.
• Maintain appropriate staffing levels and manage resource capacity based on customer demand, service requirements, and company growth.
• Ensure effective management of ticket, service, and project queues and establish appropriate processes for escalation and resolution.
• Develop and maintain operational standards, procedures, and best practices that enable consistent and scalable service delivery.
• Drive continuous improvement, automation, and standardization throughout the Managed IT Services organization.
• Recruit, interview, hire, onboard, develop, and retain high-performing IT professionals.
• Develop technical and leadership capabilities within the department through training, mentoring, career development, and succession planning.
• Maintain an appropriate department skill set as technologies, customer requirements, cybersecurity threats, and industry practices evolve.
• Provide leadership during significant customer incidents and escalations and ensure appropriate communication and resolution.
• Develop strong relationships with key customers and participate in executive-level customer discussions when appropriate.
• Work collaboratively with Sales to support solution design, customer transitions, scoping, and identification of additional customer needs.
• Identify opportunities for additional services and solutions and coordinate those opportunities with the appropriate Sales resources.
• Participate in departmental budgeting, forecasting, staffing, and resource planning.
• Understand and manage the operational and financial drivers of the department, including labor utilization, service efficiency, recurring revenue delivery, and service profitability.
• Ensure department activities support established company goals, objectives, policies, and customer commitments.
• Provide regular reporting to executive leadership regarding department performance, risks, staffing, customer issues, and improvement initiatives.
• Follow strategic direction established by executive leadership.

ADDITIONAL RESPONSIBILITIES:

• Drive technology strategy by identifying and implementing opportunities in AI, automation, emerging technologies, and digital solutions.
• Develop and maintain a technology roadmap aligned with business goals and growth strategies.
• Research and evaluate technologies based on business value, ROI, scalability, security, integration, and sustainability.
• Identify inefficiencies and lead technology solutions that streamline processes, reduce costs, improve decision-making, and increase scalability.
• Lead technology pilots, evaluations, and proof-of-concept initiatives through implementation and measurable outcomes.
• Partner with leadership and cross-functional teams to develop practical technology solutions and support adoption and change management.
• Champion innovation and continuous improvement by staying current on technology trends and identifying modernization opportunities.
• Implement and support technologies that improve operational effectiveness.
• Maintain accurate timesheets and expense reports and perform required administrative duties.

TECHNOLOGY LEADERSHIP

The Director of Managed Services is not expected to serve as the primary hands-on technical resource. However, the position requires sufficient technical knowledge and experience to effectively lead technical professionals, evaluate solutions, participate in escalations, and make sound technology and business decisions.

The successful candidate should have:

• Strong working knowledge of modern MSP technology environments, including PSA, RMM, endpoint management, cybersecurity, backup and disaster recovery, networking, cloud infrastructure, and Microsoft technologies.
• Experience managing teams responsible for Microsoft 365, Azure, Windows Server, Active Directory, networking, virtualization, endpoint management, security, backup, and related technologies.
• Ability to provide technical leadership and appropriately challenge, guide, and support senior technical resources.
• Understanding of cybersecurity, risk management, business continuity, disaster recovery, and compliance requirements.
• Experience evaluating and standardizing technology solutions across a managed customer base.
• Familiarity with PSA platforms such as Autotask, ConnectWise, HaloPSA, or similar systems.
• Familiarity with RMM and remote management platforms used within Managed Service Providers.
• Understanding of emerging technologies, automation, and artificial intelligence and their potential application within an MSP environment.

LEADERSHIP & BUSINESS RESPONSIBILITIES

• Create a culture of accountability, teamwork, customer service, and continuous improvement.
• Establish clear expectations and measurable performance objectives for the department.
• Coach and develop employees and provide regular feedback regarding performance and career development.
• Identify operational inefficiencies and implement solutions that improve service quality, productivity, scalability, and profitability.
• Evaluate new technologies and tools based on customer value, operational benefit, ROI, security, scalability, and long-term sustainability.
• Partner with leadership and other departments to support company-wide goals and initiatives.
• Present recommendations, business cases, operational results, and improvement opportunities to company leadership.
• Champion organizational change and help the team successfully adopt new technologies, processes, and standards.
• Maintain accurate and timely timesheet and expense report entries in accordance with company requirements.
• Perform administrative duties including scheduling, coordination, reporting, and planning as required.
• Perform other duties as required.

SOFT SKILLS & ABILITIES

• Strong leadership skills with the ability to motivate, coach, develop, and hold employees accountable.
• Demonstrated ability to lead technical professionals in a fast-paced, customer-focused service organization.
• Strong business judgment and decision-making ability.
• Ability to balance customer satisfaction, employee needs, operational performance, and business requirements.
• Strong written and verbal communication skills.
• Ability to communicate effectively with technical employees, business leaders, customers, and executives.
• Strong organizational, prioritization, and resource-management skills.
• Ability to manage multiple priorities and customer issues simultaneously.
• Comfortable managing escalations and remaining calm and professional during high-pressure situations.
• Strong problem-solving skills and willingness to take ownership of issues through resolution.
• Ability to delegate effectively while maintaining appropriate accountability.
• Customer-focused mindset with a strong understanding of the importance of customer retention and satisfaction.
• Results-oriented with high energy, initiative, and accountability.
• Ability to build effective working relationships with employees, customers, vendors, partners, and company leadership.

EDUCATION, EXPERIENCE & KNOWLEDGE

Required

• 8+ years of progressive experience in managed IT services, outsourced technology services, or a similar customer-facing technology services environment.
• Minimum of 5 years of experience working within a Managed Service Provider (MSP).
• Minimum of 3 years of experience managing technical service-delivery teams responsible for supporting multiple external customers.
• Demonstrated experience managing MSP operational metrics such as SLAs, ticket performance, backlog, utilization, customer satisfaction, and resource capacity.
• Experience managing customer escalations and interacting directly with customer executives and business leaders.
• Demonstrated success recruiting, developing, managing, and retaining technical employees.
• Strong understanding of MSP service-delivery processes and operational best practices.
• Related bachelor's degree or equivalent combination of education and relevant professional experience.

Preferred

• Experience managing managers, supervisors, or team leads.
• Experience with Autotask or a comparable PSA platform.
• Experience with MSP financial metrics, departmental budgeting, labor utilization, gross margin, and service profitability.
• Experience managing both recurring managed services and customer technology projects.
• Experience working within a growing MSP and helping scale service-delivery operations.
• Experience with cybersecurity and compliance-driven customer environments.

Candidates whose IT leadership experience is exclusively within an internal/corporate IT department and who do not have Managed Service Provider experience will not meet the requirements for this position.

WORK ENVIRONMENT / PHYSICAL DEMANDS

• Use of computer and standard office equipment.
• Ability to remain calm and effective in stressful situations.
• Performs all administrative functions expected at this level.

ADDITIONAL REQUIREMENTS

• Ability to occasionally work evenings or weekends when required for significant customer incidents, projects, or business needs.
• Valid driver's license in state of residence and reliable personal vehicle.

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