It Director Jobs

About The Position

Requirements

• Bachelor's degree in Business, Information Technology, Computer Science, Management, or a related field; or an equivalent combination of education and experience
• 5+ years of experience in managed services, customer success, account management, service delivery, technology consulting, IT leadership, or a related field
• Experience leading teams, programs, or cross-functional initiatives
• Strong understanding of managed services operations, customer lifecycle management, technology roadmaps, and recurring revenue business models
• Experience working with customer relationships, service performance metrics, strategic planning, and business technology solutions

Nice To Haves

• Leadership experience within a Managed Services Provider (MSP) or technology services organization
• Experience with Power BI, reporting platforms, dashboards, CRM systems, or PSA tools
• Familiarity with ITIL, quality assurance frameworks, project management methodologies, cybersecurity, or compliance standards
• Experience supporting customer retention, contract renewals, account expansion, and growth strategies
• Strong leadership, coaching, and team development skills
• Excellent communication and presentation skills, including the ability to engage executive audiences
• Strategic mindset with the ability to connect customer needs, business objectives, and technology solutions
• Strong analytical abilities and a data-driven approach to decision-making
• Ability to build trusted relationships with internal teams, customers, and executive stakeholders
• Continuous improvement mindset with a focus on scalable, measurable processes
• Exceptional customer service orientation and professional judgment

Responsibilities

• Lead and develop customer success programs that drive client retention, satisfaction, and long-term growth
• Coach and support Technical Account Managers, Application Developers, and Quality Assurance team members to achieve customer success objectives
• Oversee the creation and execution of client technology roadmaps aligned with business priorities and strategic goals
• Ensure Quarterly Business Reviews provide meaningful insights, business value, and actionable recommendations
• Establish and monitor customer health metrics, risk indicators, and reporting processes to proactively address concerns
• Partner with service, technical, sales, and leadership teams to support renewals, account growth, and client success
• Identify and communicate opportunities for service expansion, technology improvements, and additional value-added solutions
• Serve as an escalation point for complex client relationship and service concerns
• Lead customer reporting, executive dashboards, scorecards, and automation initiatives that support scalable customer success practices
• Use customer feedback, service trends, and business analytics to identify improvement opportunities and support data-driven decision-making
• Build trusted relationships with executive stakeholders and position Locknet as a strategic technology partner
• Stay current on managed services trends, customer success best practices, and emerging technologies that support client outcomes

Benefits

• 401(k) with 50% company match
• Medical, dental, and vision insurance
• Paid time off and paid holidays
• Flexible spending accounts
• Company-paid life and disability insurance
• Employee assistance program
• Professional development and training opportunities