DescriptionThis position leads the full IT delivery operation at M2 - the consultants, the help desk, the client relationships, and the technical direction of the company. It is a hands-on leadership role for someone who wants to build something, not just manage it. Direct influence over how M2 hires, how the team develops, how clients are served, and where the company positively evolves.
The right candidate brings a player/coach mentality to the role. Comfortable leading people, comfortable in a room with a client executive, and still willing to dig into a problem when the situation calls for it.
Main Accountabilities:- Team Leadership & Development:
- Lead, coach, and develop a team of IT consultants and help desk technicians
- Set clear performance expectations and hold the team accountable to them
- Conduct regular one-on-ones, performance reviews, and skills development conversations
- Build a team culture that reflects M2's values: responsiveness, transparency, and true partnership
- Service Delivery & Operations:
- Oversee all managed IT service delivery across M2's client base
- Own the quality and consistency of technical support, both help desk and consulting
- Monitor service metrics and use data to identify gaps, inefficiencies, and improvement opportunities
- Serve as the escalation point for complex or sensitive client issues
- Lead disaster recovery and business continuity efforts when incidents occur
- Client Engagement & Strategic Leadership:
- Engage with clients as a strategic partner, not just a technical resource
- Participate in quarterly business reviews and strategic IT planning conversations with key accounts
- Identify opportunities to expand M2's value within existing client relationships
- Collaborate with the sales team on technical scoping, proposal input, and new client onboarding
- Technology & Product Oversight:
- Stay current on the tools, platforms, and vendors that make up M2's service stack
- Evaluate new technologies and make recommendations for adoption, replacement, or sunset
- Own the standardization of M2's technical toolkit across the consultant team
- Support the company's cybersecurity practice, including CMMC and compliance-related engagements
- Oversee hardware procurement workflows in coordination with the procurement team
- Ensure the team is trained and certified on the platforms M2 uses and sells
- Business Operations:
- Collaborate with the President on budgeting, forecasting, and operational planning for the IT division
- Participate in strategic planning for the business, contributing an operational and technical lens
- Use data and reporting to surface trends and inform decisions
- Work cross-functionally with finance, procurement, and affiliated entities as needed
- Identify and implement process improvements that increase team efficiency and client satisfaction
Why should you apply?- Fun and energetic work environment
- Work/Life balance is a core value of the M2 Technology organization
- Lack of bureaucracy - more empowerment
- Pride in ownership
- Servant leadership - no barriers
- Caring/compassionate owner - trickle down effect
- A really cool team that you get to work with!
Requirements- Minimum 8-10 years of experience in IT services, managed services, or a directly related field
- Minimum 3-5 years of team leadership or management experience
- Proven track record of leading technical teams and delivering exceptional client outcomes
- Experience working in an MSP environment is strongly preferred
- Ability to travel locally to client sites within approximately a 2-hour radius (roughly 20-30% of the time
- Mileage and expense reimbursement available
- Excellent oral and written communication skills
- Ability to lead both on-site and remote teammates
