Director of Managed Services (MSP)

ComTec Solutions LLC•Richardson, TX

10h•$125,000 - $165,000

About The Position

The Director of Managed Services leads ComTec Solutions' customer-facing Managed IT Services organization, overseeing service delivery, technical operations, customer satisfaction, team performance, and departmental results. The role leads IT professionals supporting multiple external customers in an MSP environment and is accountable for developing the team, improving operational performance, maintaining customer satisfaction, managing service delivery metrics, and preparing the department to scale with business growth. This is not an internal or corporate IT leadership position; candidates must have leadership experience in an MSP or outsourced IT services organization that supports multiple external customers. The Director works with company leadership, Sales, and other departments to deliver consistent, high-quality managed IT services and improve efficiency, standardization, automation, and profitability. The position also drives technology strategy, evaluates emerging technologies and solutions, develops a business-aligned technology roadmap, and leads pilots and improvements through implementation and measurable outcomes. The Director is not expected to be the primary hands-on technical resource, but must have sufficient technical knowledge to lead technical professionals, evaluate solutions, participate in escalations, and make sound technology and business decisions.

Requirements

At least 8 years of progressive experience in managed IT services, outsourced technology services, or a similar customer-facing technology services environment.
At least 5 years of experience working within a Managed Service Provider (MSP).
At least 3 years managing technical service-delivery teams that support multiple external customers.
Demonstrated experience managing MSP operational metrics, including 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 an equivalent combination of education and relevant professional experience.
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, and with RMM and remote management platforms used by MSPs.
Understanding of emerging technologies, automation, and artificial intelligence and their potential application in an MSP environment.
Strong leadership skills, including the ability to motivate, coach, develop, and hold employees accountable.
Ability to lead technical professionals in a fast-paced, customer-focused service organization and balance customer satisfaction, employee needs, operational performance, and business requirements.
Strong business judgment, decision-making, problem-solving, and ownership through issue resolution.
Strong written and verbal communication skills, with the ability to communicate with technical employees, business leaders, customers, and executives.
Strong organizational, prioritization, and resource-management skills, including the ability to manage multiple priorities and customer issues simultaneously.
Ability to remain calm and professional during high-pressure situations and manage escalations.
Customer-focused mindset and understanding of customer retention and satisfaction.
Results-oriented approach with energy, initiative, and accountability.
Ability to build effective working relationships with employees, customers, vendors, partners, and company leadership.
Ability to maintain accurate and timely timesheet and expense report entries in accordance with company requirements.
Valid driver's license in state of residence and reliable personal vehicle.

Nice To Haves

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.

Responsibilities

Provide overall leadership and direction for the Managed IT Services organization.
Lead, coach, develop, and hold technical team members and department leaders accountable.
Own service delivery performance and customer experience across the managed services customer base.
Establish, monitor, and improve operational metrics, including SLA attainment, response and resolution times, ticket aging, backlog, utilization, customer satisfaction, and project and task performance.
Maintain appropriate staffing and manage resource capacity based on customer demand, service requirements, and company growth.
Manage ticket, service, and project queues and establish processes for escalation and resolution.
Develop and maintain operational standards, procedures, and best practices for consistent, scalable service delivery.
Drive continuous improvement, automation, and standardization across Managed IT Services.
Recruit, interview, hire, onboard, develop, and retain IT professionals.
Build technical and leadership capabilities through training, mentoring, career development, and succession planning.
Maintain department capabilities as technologies, customer requirements, cybersecurity threats, and industry practices evolve.
Lead during significant customer incidents and escalations and ensure appropriate communication and resolution.
Build relationships with key customers and participate in executive-level customer discussions when appropriate.
Work with Sales on solution design, customer transitions, scoping, and identifying additional customer needs.
Identify opportunities for additional services and solutions and coordinate them with appropriate Sales resources.
Participate in departmental budgeting, forecasting, staffing, and resource planning.
Manage operational and financial drivers, including labor utilization, service efficiency, recurring revenue delivery, and service profitability.
Ensure department activities support company goals, objectives, policies, and customer commitments.
Report department performance, risks, staffing, customer issues, and improvement initiatives to executive leadership.
Follow the strategic direction established by executive leadership.
Identify and implement opportunities in AI, automation, emerging technologies, and digital solutions; develop 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 on practical technology solutions, adoption, and change management.
Stay current on technology trends and identify modernization opportunities; implement and support technologies that improve operational effectiveness.
Maintain accurate timesheets and expense reports and perform required administrative duties, including scheduling, coordination, reporting, and planning.
Create a culture of accountability, teamwork, customer service, and continuous improvement; establish clear expectations and measurable performance objectives.
Provide regular employee feedback, coach employees on performance and career development, and delegate effectively while maintaining accountability.
Evaluate tools and technologies based on customer value, operational benefit, ROI, security, scalability, and long-term sustainability.
Present recommendations, business cases, operational results, and improvement opportunities to company leadership.
Champion organizational change and help the team adopt new technologies, processes, and standards.
Perform other duties as required.