IT Managed Services Department Manager

The Director of IT for a Managed Service Provider (MSP) is responsible for overseeing the delivery, performance, and strategic direction of IT services across a diverse client base. This role ensures high-quality service delivery, client satisfaction, operational efficiency, and alignment of technology solutions with business objectives. The Director leads technical teams, drives process improvements, and partners with clients and internal stakeholders to deliver scalable, secure, and reliable IT services.

Team Management & Technical Oversight

• Lead and manage the IT Desktop Support team and Systems Engineering staff, ensuring high performance and accountability
• Oversee daily operations of the service desk, endpoint support, and infrastructure engineering functions
• Assign priorities, manage workloads, and ensure timely resolution of incidents and service requests
• Provide mentorship, training, and career development opportunities for technical staff
• Establish and enforce technical standards, processes, and best practices across support and engineering teams
• Collaborate with team leads to improve service delivery efficiency and escalation workflows
• Monitor team performance using KPIs, SLAs, and quality metrics, implementing improvements as needed
• Ensure proper documentation, knowledge management, and cross-team communication
• Drive automation and standardization initiatives to improve service scalability and consistency, * Partner closely with the Sales team to support revenue growth and client acquisition efforts
• Provide technical expertise during pre-sales engagements, including solution design, scoping, and client presentations
• Assist in developing service offerings, pricing models, and proposals aligned with client needs and market trends
• Participate in sales meetings, discovery sessions, and client pitches as a technical and strategic advisor
• Ensure smooth transition from sales to service delivery through effective onboarding processes
• Identify upsell and cross-sell opportunities within existing client accounts
• Collaborate on go-to-market strategies, campaigns, and new service offerings
• Support account management efforts to strengthen long-term client relationships and retention

Financial Management & Contract Oversight

• Oversee IT operational budgets, ensuring cost-effective service delivery while maintaining high quality standards
• Develop and manage financial forecasts, tracking expenses, revenue, and profitability across client accounts and service lines
• Monitor and optimize costs related to staffing, tools, licensing, cloud services, and infrastructure
• Evaluate and approve technology investments based on ROI, performance, and strategic alignment
• Lead contract management activities, including client agreements, SLAs, MSAs, and vendor contracts
• Negotiate pricing, terms, and renewals with clients and technology vendors
• Ensure contractual compliance and alignment with service delivery capabilities and expectations
• Identify and mitigate financial risks associated with contracts and service commitments
• Partner with Sales and Finance teams to develop pricing models, proposals, and service packages
• Drive margin improvement through operational efficiencies, vendor optimization, and service standardization
• Maintain strong vendor relationships to secure favorable terms, support, and service levels

Do you have experience in Vendor relationship building?, Do you have a Bachelor’s degree?, * Strong leadership presence with proven ability to coach, mentor, and develop high-performing technical teams, fostering accountability and continuous improvement

• Communication & Client Relationship Management:

Excellent verbal and written communication skills with the ability to engage effectively with clients, executives, and technical staff; skilled at building and maintaining long-term client partnerships

• Strategic Thinking & Problem Solving:

Ability to align IT services with business objectives, anticipate challenges, and develop proactive, scalable solutions in complex environmentsDemonstrated ability to manage multiple priorities, projects, and client demands in a fast-paced, service-driven environment while maintaining high quality standardsStrong understanding of budgeting, forecasting, cost optimization, and service profitability within an MSP modelAbility to work effectively across departments-including Sales, Finance, and Operations-to drive organizational success and client satisfactionConfident decision-maker with the ability to balance risk, cost, and performance considerations in both operational and strategic initiativesSales Partnership & Revenue Growth

• Operational Excellence & Time Management:
• Financial Acumen & Business Insight, * Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 8-12+ years of IT experience, with 3-5+ years in leadership (preferably in an MSP environment)
• Strong knowledge of IT infrastructure, networking, cloud services, and cybersecurity
• Proven experience managing multiple clients or complex IT environments

Preferred

• Experience in Managed Service Provider (MSP) or consulting environments
• Certifications such as ITIL, PMP, CISSP, Microsoft, AWS, or similar
• Experience with PSA/RMM tools (e.g., ConnectWise, Autotask, Kaseya)

Pulled from the full job description

• Professional development assistance
• Tuition reimbursement
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off, * 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement

License/Certification:

• CJIS (Preferred)