Director of Managed Services

Lockstep Technology Group•Baton Rouge, LA

13d

About The Position

About Lockstep Lockstep Technology Group is a leading IT solutions provider focused on digital transformation, cloud architectures, security & emerging solutions. Our mission is to empower Technology teams to be strategic enablers in their organizations. We eliminate the distractions and complexity of infrastructure, security, and access. We believe today’s technology leaders are co-creators of tomorrow’s strategies, in a world that requires technology to optimize outcomes while evolving in real-time through the adoption of new tools. Lockstep fosters innovation by also empowering employees in an environment where core values of Taking Ownership and Delivering Results, Putting the Customer First, Acting as One team, and Embracing Continual Learning create a high performing, cohesive team. The Director of Managed Services leads our geographically distributed Managed Services teams, driving consistent and scalable client support operations. This role: Manages 24/7 service delivery for managed IT solutions Ensures exceptional client support, SLA attainment, and technical resolution Leads optimization efforts across tools, processes, and staff allocation Collaborates cross-functionally with engineering, sales, and finance Oversees team development and continuous service improvement Is accountable for revenue growth and existing customer retainment

Requirements

10+ years of experience in IT services with a strong emphasis on managed services delivery
Proven success managing large-scale, multi-location support operations
Strong understanding of industry best practices across service management frameworks (ITIL, SLIQ, etc.)
Ability to lead technical teams while engaging cross-functional stakeholders
Excellent problem-solving, time management, and communication skills
A strategic mindset with the ability to translate customer needs into scalable solutions

Responsibilities

Partners with the SVP of Engineering Services to define strategic goals and develop actionable plans
Aligns Managed Services initiatives with Lockstep’s core offerings and customer success priorities
Oversees day-to-day operations of the Managed Services team, including monitoring, support desk, and client escalations
Ensures SLAs, KPIs, and contractual obligations are consistently met or exceeded
Works with architecture and engineering teams to ensure solution alignment and technical readiness
Implements best practices for incident management, problem identification and management, change management, and proactive client maintenance
Enhances automation, documentation, and service workflows for operational excellence
Leads efforts to improve client satisfaction and retention through high-touch engagement and quality service
Partners with the Account Management and Sales teams to support pre-sales and renewal conversations
Identifies opportunities to expand service footprint and upsell value-added offerings
Manages hiring, coaching, and performance oversight for Managed Services personnel
Fosters a high-performing, accountable culture centered on continuous learning and client empathy
Implements growth plans and mentors team members to develop future leaders
Owns departmental budget, resource planning, and forecasting for service coverage and growth
Provides regular reporting on performance metrics, team utilization, and cost controls
Ensures accurate time tracking, resource allocation, and profit margin achievement