MSP Director: Client Success & Tech Operations

SRI Resources; Longwood (FL); Presencial; USD 180.000 - 230.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision insurance

401(k) retirement plan with company匹配

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Leadership

Executive communication

Client relationships

IT service delivery

KPI management

Strategic planning

Agile/Scrum

Cybersecurity frameworks

Educación

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

Herramientas

ConnectWise

Autotask

HaloPSA

NinjaOne

Intune

Defender

Purview

Microsoft 365

Windows Server

Descripción del empleo

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.