Director of Managed Services

Lead the customer-facing managed IT services organization, overseeing service delivery, technical operations, customer satisfaction, team performance and departmental results. Manage and develop IT professionals supporting multiple external customers, improve operational metrics and processes, and coordinate with leadership and Sales to scale services and meet customer needs.

Responsibilities

• Lead the managed IT services organization and oversee service delivery across customers.
• Coach, develop, recruit and retain IT professionals and department leaders.
• Monitor and improve SLAs, response and resolution times, ticket backlogs, utilization and customer satisfaction.
• Set operational standards and drive process improvement, automation and service consistency.
• Manage staffing, capacity, budgeting, forecasting and resource planning.
• Support customer escalations and executive discussions, and collaborate with Sales on solutions and customer transitions.

Required Skills

• Managed IT services operations
• MSP service delivery
• SLA performance management
• IT service metrics and reporting
• Ticket and escalation management
• IT resource and capacity planning
• Operational process development
• Service automation and standardization
• Department budgeting and forecasting
• Customer relationship management