Strategic Director, Managed Services & MSP Growth (Hybrid)

Cybertrol Engineering; Maple Grove (MN); Hybrid; USD 155,000 - 185,000; Full time

Benefits offered by this job

Discretionary bonus

Health insurance

401(k) plan

Paid time off

Education reimbursement

Job summary

Cybertrol Engineering in Maple Grove, MN is seeking a Director of Managed Services to lead Support, OT Services, and MSP initiatives, driving revenue growth and service excellence. This role offers entrepreneurial leadership and cross-functional collaboration within a growing team.

The Director reports to the President, mentors the Support Manager and OT Systems Lead, and steers strategic initiatives with a focus on customer success, efficiency, and scalable delivery.

Qualifications

• 10+ years of leadership experience in a MSP environment.
• Proven track record of growing managed services revenue and profitability.
• Experience leading technical service and support organizations.
• Strong understanding of service delivery, customer success, and operational excellence.
• Experience developing service offerings, pricing models, and growth strategies.
• Demonstrated success leading teams through growth and organizational change.
• Strong financial and business acumen.

Responsibilities

• Develop and execute a long-term growth strategy for Support, OT Services, and MSP.
• Identify new service offerings, technologies, and business models that create value for customers and recurring revenue.
• Establish annual goals, KPIs, budgets, and performance metrics for each department.
• Collaborate with company leadership to align service offerings with broader company objectives.
• Lead the continued development and expansion of the MSP business.
• Drive growth in recurring service revenue, customer retention, and service profitability.
• Develop scalable service delivery models, processes, and tools.
• Evaluate emerging technologies, cybersecurity trends, and OT managed service opportunities.
• Ensure service offerings remain competitive and differentiated in the marketplace.
• Provide leadership and direction to the Support Manager and support team.
• Ensure exceptional customer responsiveness, issue resolution, and service quality.
• Establish service standards, SLAs, and performance expectations.
• Drive continuous improvement initiatives that increase efficiency and customer satisfaction.
• Monitor utilization, backlog, customer satisfaction, and financial performance.

Skills

Leadership

Growth mindset

Strategic thinking

Customer focus

Team leadership

Decision making

Accountability

Job description

Cybertrol Engineering in Maple Grove, MN is seeking a Director of Managed Services to lead Support, OT Services, and MSP initiatives, driving revenue growth and service excellence. This role offers entrepreneurial leadership and cross-functional collaboration within a growing team.

The Director reports to the President, mentors the Support Manager and OT Systems Lead, and steers strategic initiatives with a focus on customer success, efficiency, and scalable delivery.