Director, Managed IT Services

We have been engaged on a search by a Managed IT Services client of ours for a Director of Technical Operations. This person will oversee all IT services and client interactions, ensuring high-quality delivery and excellent client experience. This role represents a unique opportunity for an experienced IT Services Leader with P&L experience to join and build a rapidly growing collaborative MSP that has a strong vision and a clear path to success. This is a Direct-Hire position that can be based remotely, ideally anywhere in the northeast (Greater Philadelphia Area)

The Role You’ll Play

As the Director of Managed IT Services and Operations, you will have P&L responsibility and manage advisory, project delivery, service desk, NOC operations, SOC, and field services teams.

Embody core values, evangelize the vision, and operate with urgency, accountability, and ownership.

Manage client projects, ensuring quality solutions, timelines, and deliverables.

Develop and maintain positive relationships with clients, partners, and stakeholders, ensuring effective communication and satisfaction.

Implement strategies to promote team accomplishments, review project status, and exceed client expectations.

Oversee project scoping, pricing, and structuring of consulting engagements and support contracts for profitability.

Aid business development efforts, including pre-sales activities, building client relationships, qualifying projects, and closing new business.

Oversee 24x7 operations (NOC, SOC, Service Desk), ensuring metrics for Customer Satisfaction, response, escalation, and resolution times are met or exceeded.

Manage project management, engineering, and PMO teams, ensuring projects are within scope, budget, and schedule.

Promote value billing, efficiency in service delivery, and effective timesheet and documentation management.

Act as an escalation point for clients and team members, establishing relationships with third-party vendors.

Report project status, business metrics, and KPIs to senior management regularly.

Manage capacity, personnel, hiring, utilization, and development of in-house and third-party consultants.

Provide feedback, coaching, career path planning, and performance reviews to direct reports.

Maintain low attrition rate, promote high team morale, and lead regular team meetings.

Be accessible, collaborative, and hands-on when needed for team members, managers, and peers.

Background Profile:

Embody and evangelize the company's core values and vision

Proven leadership skills with strong time management abilities

Extensive experience overseeing NOC, SOC, and Service Desk operations

Minimum 5 years of experience in Managed IT Services or IT consulting, with a track record of delivering excellent technical solutions and client experiences

Ability to be hands-on when needed, while maintaining a strategic perspective to solve problems

Keen learner, able to quickly adapt and stay up-to-date with industry trends

Excellent communication and diplomacy skills, especially in high-pressure situations

Meticulous and detail-oriented, with a focus on robust documentation and process building

Strong technical and business acumen

Willingness to travel periodically

Preferred Requirements:

Prior experience managing a P&L

Background in pre-sales activities, client budgeting, and building technical roadmaps

Familiarity with the Entrepreneurial Operating System (EOS) methodology

Bachelor's degree and recent industry certifications