Director of Managed Services

Com Tec Solutions seeks a Director of Managed Services to lead IT and ERP managed services for mid-market and manufacturing clients. You will own service delivery, team performance, and client satisfaction across cybersecurity, cloud, network, and Epicor environments. Responsibilities include setting service standards, optimizing processes, managing escalations, and guiding technical teams. You'll collaborate with sales and consulting to shape solutions, drive innovation, and ensure secure, reliable operations.

This role offers significant visibility, leadership impact, and opportunities for professional growth in a collaborative, learning-focused culture.

Responsibilities

• Lead and oversee IT and ERP managed services delivery for mid-market and manufacturing clients.
• Manage and develop technical and service delivery teams, ensuring high performance and accountability.
• Establish and optimize processes, SLAs, and service standards across cybersecurity, cloud, network, and ERP services.
• Handle major incident escalations and ensure timely, effective resolution for critical client issues.
• Collaborate with sales and consulting to design service offerings and support pre-sales efforts.
• Drive continuous improvement, innovation, and automation in managed services operations.
• Monitor service metrics, reporting, and client satisfaction to guide decisions and improvements.
• Ensure secure, reliable operations aligned with best practices and compliance requirements.

Required Skills

• IT service delivery management
• Managed services operations
• ERP (Epicor or similar) administration
• Cybersecurity management
• Cloud infrastructure management
• Network administration
• Vendor and SLA management
• IT project management
• Service desk management
• Data backup and disaster recovery planning