Director of Managed Services; MSP

Job Description

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 Com Tec 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 Com Tec 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, Operations & Finance

DIRECT REPORTS:
Information Technology Group

ESSENTIAL FUNCTIONS:

• Provide overall leadership and direction for Com Tec'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,…