MSP Service Delivery Director

ComTec Solutions, LLC.; Richardson (TX); On-site; USD 150,000 - 210,000; Full time

Job summary

ComTec Solutions, LLC. in Richardson, TX seeks a Director of Managed Services to lead our customer-facing MSP organization, overseeing service delivery, operations, and customer satisfaction across multiple external clients.

You will drive performance, standardize processes, and scale the team to meet growth. The role partners with Sales and leadership to improve efficiency, profitability, and automation, mentor engineers, manage budgets, and report on KPIs.

Qualifications

• Experience leading MSP or outsourced IT services for multiple external clients.
• 8+ years in managed IT services; 5+ years MSP leadership.
• Proven ability to manage SLAs, ticket performance, backlog and capacity.
• Strong recruiting and team development experience.
• Ability to communicate with executives and customers.
• Familiarity with PSA/RMM platforms such as Autotask/ConnectWise.

Responsibilities

• Provide overall leadership and direction for ComTec's Managed IT Services organization.
• Lead, coach, develop, and hold accountable technical team members and department leaders.
• Own overall service delivery performance and customer experience across the managed services customer base.
• Establish, monitor, and improve key operational metrics including SLA attainment, response and resolution times, ticket aging, backlog, utilization, customer satisfaction, and project/task performance.
• Maintain appropriate staffing levels and manage resource capacity based on customer demand, service requirements, and company growth.
• Ensure effective management of ticket, service, and project queues and establish appropriate processes for escalation and resolution.
• Develop and maintain operational standards, procedures, and best practices that enable consistent and scalable service delivery.
• Drive continuous improvement, automation, and standardization throughout the Managed IT Services organization.
• Recruit, interview, hire, onboard, develop, and retain high-performing IT professionals.
• Develop technical and leadership capabilities within the department through training, mentoring, career development, and succession planning.
• Maintain an appropriate department skill set as technologies, customer requirements, cybersecurity threats, and industry practices evolve.
• Provide leadership during significant customer incidents and escalations and ensure appropriate communication and resolution.
• Develop strong relationships with key customers and participate in executive-level customer discussions when appropriate.
• Work collaboratively with Sales to support solution design, customer transitions, scoping, and identification of additional customer needs.
• Identify opportunities for additional services and solutions and coordinate those opportunities with the appropriate Sales resources.
• Participate in departmental budgeting, forecasting, staffing, and resource planning.
• Understand and manage the operational and financial drivers of the department, including labor utilization, service efficiency, recurring revenue delivery, and service profitability.
• Ensure department activities support established company goals, objectives, policies, and customer commitments.
• Provide regular reporting to executive leadership regarding department performance, risks, staffing, customer issues, and improvement initiatives.
• Follow strategic direction established by executive leadership.

Skills

MSP leadership

Service delivery

Customer satisfaction

Operational metrics

Staff development

Budgeting

Incident management

Strategic planning

Executive communication

Education

Bachelor's degree in IT or related field

Tools

Autotask PSA

ConnectWise PSA

RMM tools

Job description

ComTec Solutions, LLC. in Richardson, TX seeks a Director of Managed Services to lead our customer-facing MSP organization, overseeing service delivery, operations, and customer satisfaction across multiple external clients.

You will drive performance, standardize processes, and scale the team to meet growth. The role partners with Sales and leadership to improve efficiency, profitability, and automation, mentor engineers, manage budgets, and report on KPIs.