Managed IT Services Manager

DATAVOX INC•Houston, TX

10h

About The Position

The ideal candidate has extensive experience in delivering Managed Services solutions to small and mid-market organizations, typically supporting environments between 200 and 1,000 seats. Before learning more about the position, let us tell you a bit more about who we are! DataVox has been serving customers for over 30 years with our advanced technology solutions. We specialize in Data Center & Network Technologies, IT Support Services, Network Cabling, Audio Visual Solutions, Physical Security & Phone Systems. We are committed to being the best technology partner and ensure the highest level of expertise and quality service by having people like you on our team. At DataVox, we’re not just coworkers, we’re a team that lifts each other up and grows stronger together. We are seeking a results-driven, strategic, and highly organized Managed Services Practice Lead to oversee and optimize our managed services operations. This key role will drive the Managed IT Services sale strategy, operational functions, vendor relationships, and collaborate with internal teams to drive business growth. The ideal candidate should possess a demonstrated history of effectively managing a Managed IT Services operations team, consistently delivering exceptional customer service and achieving profitable results. Does this sound like you? Then what are you waiting for? Scroll down and apply!

Requirements

Financial and commercial acumen—able to model pricing/packaging, interpret P&L and contract GM, and make data-driven decisions to improve profitability across the managed services portfolio.
Hands-on experience with IT service delivery tools, processes, and procedures—e.g., ITSM/PSA/RMM platforms, incident/change/problem management, asset/CMDB, patching, monitoring, and run-book/KB governance.
Deep knowledge of IT infrastructure and cybersecurity—networks, endpoints, identity, cloud, backup/DR, threat protection, and compliance considerations; strong understanding of the technology and the MSP industry landscape.
Proven track record in Managed IT Operations, with the ability to manage multiple priorities.
Possess exceptional time management skills, have a high attention to detail.
Assess sales data and financial metrics to develop actionable insights and make strategic decisions.
Team player with excellent communication skills and enjoy working across departments and with vendors to drive success.
Be a solutions-oriented problem solver with the ability to resolve complex customer challenges.
Thrive in a fast-paced environment, always looking for ways to improve processes and drive business growth.
Previous experience with MIT (Managed IT) required.

Responsibilities

Own portfolio profitability—set margin goals, track cost of service (labor, tools, vendor pass-through), and lead actions to improve utilization, rate realization, and contract health.
Operational oversight for service delivery—provide governance to the Managed Services Operations team to ensure the services delivered match what was designed/sold; monitor SLAs, CSAT, backlog/aging, and change controls; drive corrective actions when variances occur.
Manage the renewal process—establish playbooks and cadences for term tracking, QBR inputs, and proactive expansion/cross-sell; partner with AMs to mitigate churn risk and protect ARR/GM.
Oversee quotes, scopes, and SOWs—review and approve scope definition, assumptions, service catalogs, and deliverables; ensure proposals/SOWs map precisely to our standardized offerings and margin targets.
Define and own MSP service offerings and packages—craft tiered bundles, pricing guardrails, SLAs/OLAs, and onboarding/transition playbooks that align to our target customer profiles and growth strategy.
Lead and oversee the daily activities of the Managed IT Services team, ensuring alignment with company goals and client expectations.
Drive strategic initiatives and maximize sales activities, refine our go-to-market strategy, and collaborate with Account Managers (AMs) on proposals for Managed IT.
Monitor and track sales progress, following up with AMs to ensure timely closure of opportunities and maintaining a pipeline for future business.
Develop and execute sales strategies, pricing, and sales forecasts to ensure consistent revenue growth.
Manage escalations related to customer service, billing, and operational issues to ensure prompt and effective resolutions.
Review and approve Purchase Orders, quotes, and commission requests, ensuring accuracy and validity of all sales opportunities.
Engage with internal teams and key vendors (e.g., Connectwise, Kaseya, Datto, Sophos,) to review opportunities, pipeline, and performance.
Manage vendor relationships, negotiate better terms, and oversee invoice renewals and approvals.
Qualify new vendors and develop strategic partnerships
Continuously assess and improve labor resources and contribute to the overall growth and strategic direction of the business unit.