Director of IT Managed Services
Jacksonville, FLJob Description: Director of IT Managed Services
Position Title: Director of IT Managed Services
Location: Jacksonville, FL
Department: Information Technology
Reports To: Chief Information Officer (CIO) / Chief Operating Officer (COO)
Employment Type: Full-Time
About the Role
We are seeking a dynamic and experienced Director of IT Managed Services to lead the strategy, delivery, and growth of our Managed Services practice. This senior leader will oversee all aspects of IT infrastructure, cloud services, network operations, cybersecurity, help desk, and client success for managed services customers. The ideal candidate has a strong background in IT leadership, service delivery, and business management, with proven ability to scale operations and ensure world-class customer experiences.
Key Responsibilities
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Strategic Leadership: Develop and execute the vision, strategy, and roadmap for the Managed Services division to drive innovation, operational efficiency, and client satisfaction.
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Service Delivery Management: Oversee day-to-day operations of IT support, infrastructure management, NOC, and cloud services teams to ensure SLAs, KPIs, and compliance requirements are consistently met.
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Client Engagement: Build and maintain strong relationships with clients, acting as an executive sponsor and trusted advisor to ensure business alignment, retention, and growth.
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Team Leadership & Development: Lead, mentor, and grow high-performing technical teams, including service desk, network engineers, cloud specialists, and security professionals.
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Financial Management: Manage P&L for the Managed Services division, including forecasting, budgeting, and optimizing resource allocation to achieve profitability and business growth.
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Vendor & Partner Relations: Collaborate with technology vendors and partners to evaluate solutions, negotiate contracts, and enhance service offerings.
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Process Optimization: Implement ITIL best practices and continuous improvement initiatives to ensure operational excellence and scalability.
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Cybersecurity & Compliance: Ensure services adhere to security frameworks, industry regulations, and compliance standards (e.g., HIPAA, SOC 2, ISO).
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Innovation & Growth: Identify new technologies, service models, and revenue opportunities to expand the Managed Services portfolio.
Qualifications
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Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field (Master’s preferred).
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10+ years of progressive IT leadership experience, with at least 5 years in Managed Services, MSP, or IT service delivery leadership.
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Strong understanding of IT infrastructure, cloud technologies (Azure, AWS, O365), networking, and cybersecurity practices.
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Demonstrated success in leading IT operations and managing P&L for a service organization.
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Proven experience implementing ITIL practices and improving operational KPIs.
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Excellent leadership, communication, and relationship-building skills with both clients and internal teams.
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Certifications such as ITIL, PMP, CISSP, or CISM are highly desirable.
What We Offer
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Competitive salary and performance-based incentives
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Comprehensive benefits package (health, dental, vision, 401k, etc.)
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Professional development opportunities and certifications
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A collaborative, innovative, and growth-oriented environment
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