Job Type
Full-time
Description
Leadership & Team Management
- Lead, coach, and develop technical and service staff across multiple locations, including hiring, performance management, and career development.
- Drive accountability for daily service delivery performance, utilization, and customer satisfaction.
- Mentor technical staff and assist with escalations and skill development.
- Partner with HR on employee relations, performance issues, and workforce planning.
Service Delivery & Operations
- Oversee delivery of managed services including helpdesk, cloud, infrastructure, networking, and cybersecurity.
- Ensure compliance with SLAs, response times, and quality standards across all service locations.
- Manage ticket flow, escalation procedures, and resource scheduling to optimize efficiency.
- Implement best practices for incident, problem, and change management.
- Oversee customer onboarding/offboarding and ensure accurate documentation.
Internal IT Services Oversight
- Oversee delivery of IT support services for internal employees across all company locations.
- Manage internal helpdesk operations, including ticket prioritization, escalation, and resolution.
- Ensure proper provisioning, onboarding, and offboarding of employee hardware, software, and system access.
- Maintain and support internal systems including Microsoft 365, endpoints, network infrastructure, and security tools.
- Establish and enforce IT policies, standards, and cybersecurity best practices.
- Partner with leadership to identify and implement technology improvements that enhance productivity.
- Manage asset lifecycle, licensing, and inventory of internal IT equipment.
- Ensure internal documentation is accurate, secure, and maintained.
- Align internal service standards with external MSP delivery best practices.
Customer Experience & Account Management
- Serve as the primary escalation point for customer and high-impact technical issues.
- Build and maintain strong relationships with both external clients and internal stakeholders.
- Conduct regular client reviews to evaluate service performance and identify improvements.
- Align IT services with client and business needs, including infrastructure, cloud, and security strategy.
Sales Partnership & Growth
- Partner with MSP Sales Representative(s) to support pipeline development, solution design, and deal closing.
- Identify upsell and cross-sell opportunities within existing accounts
- Participate in client meetings, proposals, and technical presentations
- Ensure smooth transition from sales to service delivery during onboarding
Financial & Performance Management
- Monitor and report on KPIs including SLA adherence, ticket metrics, utilization, and customer satisfaction.
- Track internal IT performance metrics including employee satisfaction and system uptime.
- Contribute to budgeting, forecasting, and cost control initiatives
- Optimize resource allocation to balance profitability and service quality.
- Support quoting, project scoping, and pricing strategies
Strategy & Continuous Improvement
- Develop and execute regional strategies for service growth and operational improvement.
- Stay current on emerging technologies, cybersecurity trends, and MSP best practices.
- Standardize tools, processes, and reporting across all locations.
- Drive continuous improvement initiatives to enhance efficiency and customer experience
Requirements
KNOWLEDGE, SKILLS, AND ABILITIES
- Strong leadership, coaching, and team development skills
- Excellent communication skills with ability to translate technical concepts clearly
- Exceptional customer service and relationship management abilities
- Ability to prioritize and adapt in a fast-paced environment
- Solid understanding of networking, cloud services, and cybersecurity
- Familiarity with CRM, ticketing systems, and reporting tools
- Strategic planning capabilities with the ability to translate business strategy into operational execution
- Strong financial acumen with experience managing P&L
- Deep understanding of MSP operations, service delivery models, and IT infrastructure
- Strong analytical and decision-making abilities
- Expertise in customer experience, service quality, and organizational scaling
- Knowledge of IT governance, cybersecurity, and compliance frameworks
QUALIFICATIONS
- Bachelor's degree in IT, Business, or related field (or equivalent experience)
- 8-10+ years of experience in an MSP or IT services environment
- 5+ years of leadership or management experience preferred
- Proven track record of scaling service operations and driving revenue growth
- Experience with both external managed services and internal IT functions strongly preferred
- Relevant certifications (CompTIA, Microsoft, Cisco, ITIL) preferred
- Must reside near or be able to travel regularly between Terre Haute, IN; Avon, IN; Taylorville, IL and Hillsboro, IL locations
WORKING ENVIRONMENT
- Hybrid office and field-based role across multiple locations
- Regular travel between offices and customer sites
- Occasional after-hours support or escalation responsibilities
- Participation in meetings, training, and industry events
Salary Description
$120,000 to $145,000
