Director of Managed Services

SRI Resources; Longwood (FL); On-site; USD 180,000 - 230,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan with company匹配

Job summary

SRI Resources in Longwood, FL is seeking a Director of Managed Services to lead its client service delivery and oversee the managed services practice. This senior leadership role reports directly to the President and manages Technical Service Managers, engineers, and support specialists.

You will own service delivery, client satisfaction, and strategic client relationships, while guiding financial KPIs, performance metrics, and executive communications.

Qualifications

• 15+ years of experience in IT services, managed services, or technology consulting.
• 5+ years in leadership, managing client relationships and service delivery teams.
• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field.
• Hands-on experience with Microsoft 365 Modern Work and Security solutions (Intune, Defender, Purview).
• Experience managing Windows Server environments (on-prem, hybrid, cloud).
• Knowledge of macOS support and business device management.
• Strong cybersecurity frameworks, managed security services, and networking knowledge.
• Experience with PSA and RMM platforms (ConnectWise, Autotask, HaloPSA, NinjaOne).
• Microsoft certifications in Modern Work, Security, Azure, or related technologies.
• Experience with Agile/Scrum; strong executive communication and leadership skills.

Responsibilities

• Lead Technical Service Managers and teams of engineers, admins, and support specialists.
• Set performance goals, coach managers, and oversee staffing, capacity planning, and succession planning.
• Ensure SLAs, KPIs, and client service standards are met.
• Improve service delivery processes and operational efficiency.
• Serve as executive escalation point for major incidents and client concerns.
• Lead incident communications, resolution efforts, and post-incident reviews.
• Own the managed services practice's operational and financial performance report to executives.
• Monitor service metrics, including SLA attainment, MTTR, and ticket backlog.
• Develop corrective action plans to improve profitability and client outcomes.

Skills

Leadership

Executive communication

Client relationships

IT service delivery

KPI management

Strategic planning

Agile/Scrum

Cybersecurity frameworks

Education

Bachelor's degree in Computer Science / Information Systems / Engineering

Tools

ConnectWise

Autotask

HaloPSA

NinjaOne

Intune

Defender

Purview

Microsoft 365

Windows Server

Job description

SRI Resources has an immediate, direct hire, permanent job opportunity for a Director of Managed Services with a major corporation in Longwood, FL.

Position Overview

Seeking an experienced Director of Managed Services to lead its client service delivery organization and oversee the operational and financial performance of its managed services practice. This senior leadership position reports directly to the President and manages Technical Service Managers, who oversee teams of IT engineers, systems administrators, and support specialists. The Director is responsible for service delivery, client satisfaction, team performance, financial and operational KPIs, and strategic client relationships. This individual also serves as the senior escalation point for significant technical and client issues.

Required Qualifications:

• 15+ years of experience in IT services, managed services, or technology consulting.
• 5+ years in leadership, managing client relationships and service delivery teams, including managers or team leads.
• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field.
• Recent hands-on experience with Microsoft 365 Modern Work and Security solutions, including Intune, Defender, and Purview.
• Experience managing Windows Server environments (on-premises, hybrid, and cloud-integrated).
• Knowledge of macOS support and business device management.
• Strong understanding of cybersecurity frameworks, managed security services, and networking.
• Experience managing executive-level operational and financial KPIs, including SLA performance, CSAT/NPS, technician utilization, gross margins, and client retention.
• Experience with PSA and RMM platforms such as ConnectWise, Autotask, HaloPSA, or NinjaOne.
• Microsoft certifications in Modern Work, Security, Azure, or related technologies.
• Experience with Agile/Scrum collaboration models.
• Strong executive communication, presentation, strategic planning, and leadership skills.

Preferred Qualifications:

• Experience working within an established MSP or technology consulting organization.
• Experience within the Microsoft Partner ecosystem.
• Proven ability to manage multiple technical teams and develop managers.
• Experience improving profitability, operational efficiency, and client retention.
• Strong background in strategic account management, client growth, and technology roadmaps.
• Stable employment history and interest in a long-term leadership opportunity.

Key Responsibilities: Managed Services Leadership & Operations

• Lead Technical Service Managers and their teams of engineers, administrators, and support specialists.
• Establish performance goals, coach managers, and oversee staffing, hiring, capacity planning, and succession planning.
• Ensure teams consistently meet service-level agreements (SLAs), operational KPIs, and client service standards.
• Improve service delivery processes, productivity, accountability, and operational efficiency.
• Serve as the executive escalation point for major technical incidents and client concerns.
• Lead incident communications, resolution efforts, and post-incident reviews.

Financial Performance & KPI Management

• Own and report the managed services practice's operational and financial performance to executive leadership.
• Monitor service delivery metrics, including SLA attainment, first-contact resolution, mean time to resolve (MTTR), and ticket backlog.
• Track technician utilization, billable hours, employee engagement, and retention.
• Monitor security and compliance metrics, including patch compliance, Microsoft Secure Score, and audit readiness.
• Develop corrective action plans to improve service quality, profitability, and operational results.
• Translate technical initiatives into business cases and ROI-driven recommendations.

Client Strategy & Relationship Management

• Build and maintain strong relationships with key client stakeholders and executives.
• Serve as executive sponsor for major accounts and lead regular client strategy meetings.
• Develop technology roadmaps aligned with client business goals and growth plans.
• Recommend improvements involving Microsoft 365, business applications, ERP systems, and IT infrastructure.
• Gather client feedback and implement service improvements.
• Develop strategies to improve client retention, identify upsell opportunities, and support revenue growth.

Technology, Security & Governance

• Oversee service delivery across Microsoft 365, Windows Server, macOS, networking, and cybersecurity environments.
• Promote Microsoft security frameworks, compliance standards, and modern IT governance.
• Ensure client environments follow established security, compliance, and risk-management best practices.
• Guide teams in recommending technologies that improve client productivity, workflows, and business efficiency.

Ideal Candidate

Looking for a leader who is:

• Experienced managing MSP service delivery teams and other technical managers.
• Comfortable balancing operational performance, financial objectives, and client satisfaction.
• Technically knowledgeable and capable of handling executive-level escalations.
• Highly organized, analytical, and metrics-driven.
• An effective communicator who can translate technical information into business value.
• Collaborative, accountable, and committed to developing employees.
• Empathetic toward clients while maintaining business priorities.
• Interested in a long-term leadership opportunity with a growing technology company.

Benefits

The Director's job description confirms the following benefits:

• Medical, dental, and vision insurance
• 401(k) retirement plan with company matching

Microsoft Certification & Professional Development

We emphasize continued technical education and Microsoft certifications.

The company has an approximately three-year Microsoft certification development program covering:

• Year 1: Microsoft 365 Modern Work, Teams, endpoint administration, and M365 administration.
• Year 2: Security, Compliance, Identity Management, and Cloud Security.
• Year 3: Security Operations and Cybersecurity Architecture.

The program includes Microsoft Learn modules, technical labs, practice assessments, certification exams, and ongoing credential renewal.

Work Environment

• Fully onsite at Longwood office.
• Local travel to clients as needed.
• Reports directly to the President.
• Leads Technical Service Managers and their technical teams.
• Works closely with company leadership on operational strategy, financial performance, and client relationships.
• Small, collaborative, client-focused organization.