Director – IT Managed Services

CLA (CliftonLarsonAllen)

. Assume leadership of the existing MSP function, including team, clients, and active engagements .

Posted 5/13/2026full-timeMilwaukee • Florida, North Carolina, Texas, Utah, Wisconsin • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

CloudITSM

About the role

Key responsibilities & impact

Assume leadership of the existing MSP function, including team, clients, and active engagements
Assess and enhance current service delivery processes, tooling, and performance
Standardize service offerings, SLAs, and delivery methodologies
Implement and mature ITSM best practices (incident, problem, change management)
Ensure consistent, high-quality delivery across all managed service engagements
Define and track KPIs (SLA adherence, response/resolution times, client satisfaction, etc.)
Establish governance, reporting, and continuous improvement processes
Act as an executive escalation point for key client issues
Define and execute a roadmap for incorporating automation and AI-driven capabilities into MSP delivery
Identify opportunities to leverage AI for service desk optimization (e.g., intelligent ticket routing, virtual agents, predictive issue resolution)
Drive adoption of automation tools to reduce manual effort and improve response times
Evaluate emerging technologies (AIOps, copilots, predictive monitoring) to enhance service quality and efficiency
Define and execute a growth strategy for the MSP offering
Partner with sales and account teams to expand services within existing clients and win new business
Develop scalable, packaged service offerings aligned to market demand, including next-generation, AI-enabled managed services
Support or own revenue targets tied to managed services growth
Manage financial performance of the MSP, including revenue, margin, and cost structure
Refine pricing models, contracts, and service packaging
Identify opportunities to improve efficiency and profitability through automation and standardization
Lead, mentor, and scale the MSP team, building depth across service areas
Evaluate current team structure and implement improvements as needed
Establish clear roles, career paths, and performance expectations
Upskill the team on automation, AI tools, and modern service delivery approaches
Drive a culture of accountability, innovation, and client focus
Evaluate and optimize MSP tooling (RMM, PSA, monitoring, automation platforms)
Manage relationships with key vendors and partners
Identify opportunities to introduce AI-enabled tooling and advanced automation platforms to improve service delivery

Requirements

What you’ll need

7+ years of experience in IT services, managed services, or infrastructure operations
Proven experience leading or scaling an MSP or managed services function
Strong background in service delivery, with hands-on knowledge of IT operations (end-user support, infrastructure, cloud)
Experience improving or transforming an existing service organization
Familiarity with ITSM frameworks (e.g., ITIL) and MSP tools (RMM/PSA platforms) preferred
Exposure to or experience with automation, AIOps, or AI-enabled service delivery models preferred
Demonstrated commercial acumen, including pricing, contracts, and supporting sales efforts preferred
Strong leadership and stakeholder management skills preferred

Benefits

Comp & perks

Flexible PTO (designed to offer flexible time away for you!)
Up to 12 weeks paid parental leave
Paid Volunteer Time Off
Mental health coverage
Quarterly Wellness stipend
Fertility benefits

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ITSM best practicesincident managementproblem managementchange managementKPI trackingautomationAIOpsservice deliverycloud operationsinfrastructure operations

Soft Skills

leadershipstakeholder managementmentoringclient focusaccountabilityinnovationteam buildingperformance managementstrategic planningcommercial acumen

Certifications

ITIL