Director of Information Technology

The Director of IT for a Managed Service Provider (MSP) is responsible for overseeing the performance and direction of IT services across a diverse client base. The Director leads technical teams, drives process, and partners with clients to deliver scalable, secure, and reliable IT services.

• Lead and manage the IT Desktop Support team and Systems Engineering staff.
• Oversee daily operations of the service desk, endpoint support, and engineering functions.
• Oversee IT operational budgets, ensuring cost-effective service delivery while maintaining high quality standards.
• Assign priorities, manage workloads, and ensure timely resolution of service requests.
• Provide mentorship, training, and career development opportunities for technical staff.
• Establish and enforce technical standards, processes, and best practices across support and engineering teams.
• Collaborating with team leads to improve service delivery efficiency and escalation workflows.
• Monitor team performance using KPIs, SLAs, and quality metrics, implementing improvements as needed.
• Ensure proper documentation, knowledge management, and cross-team communication.
• Strong presence with proven ability to coach, mentor, and develop high-performing technical teams.

• Excellent verbal and written communication skills to engage effectively with clients, executives, and technical staff.
• Skilled at building and maintaining long-term client partnerships.

• Align IT services with business objectives and develop proactive solutions in complex environments.
• Demonstrated ability to manage multiple priorities, projects, and client demands in a fast-paced, service-driven environment while maintaining high quality standards.
• Strong understanding of budgeting, cost optimization, and service profitability within an MSP model.
• Work effectively across departments to drive organizational success and client satisfaction.
• Confident decision-maker with the ability to balance risk, cost, and performance considerations in both operational and strategic initiatives.
• Partner closely with sales to support revenue growth and client acquisition efforts.
• Provide technical expertise during pre-sales engagements, including solution design, scoping, and client presentations.
• Assist in developing service offerings, pricing models, and proposals aligned with client needs and market trends.
• Participate in sales meetings and discovery sessions as a technical and strategic advisor.
• Ensure smooth transition from sales to service delivery through effective onboarding processes.
• Identify upsell and cross-sell opportunities within existing client accounts.
• Support account management efforts to strengthen long-term client relationships and retention.

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