Job Description: Director of Managed IT Services

$110,000 - $140,000 salary range in USD

Onsite – Altamonte Springs, FL

As a Microsoft Modern Work & Security partner, Blacktip delivers managed services, strategic business consulting, and project-based solutions across Microsoft 365, Windows, macOS, cybersecurity, and networking applying an Agile-based framework.

The Director of Managed IT Services is a senior leadership role responsible for ensuring exceptional technical service delivery, client satisfaction, and long-term client success. This role is responsible for managing an agile team of technical support specialist and systems engineers supporting the full stack of M365 Cloud applications, Meraki networking equipment, and other supporting applications.

Key Responsibilities

Service Delivery & Operational Excellence

Oversee day-to-day client service delivery across:

Microsoft Modern Work (Microsoft 365, Teams, SharePoint, Copilot, Intune, Purview)
Windows Server and hybrid/cloud infrastructure
Endpoint (mobile, macOS, Windows) management and support
Security (identity, endpoint, email, zero trust, compliance)
Networking (firewalls, switches, wireless, connectivity)
Frontline/Technical support
Manage technical team to ensure SLAs, KPIs, and service standards are met
Translate technical initiatives into clear business cases and ROI-driven recommendations
Ensure client environments follow best practices in security, compliance, and risk management
Support new service offerings and go-to-market initiatives
Lead, coach, and develop the technical services team, setting performance goals, mentoring staff, and ensuring high service standards.
Drive consistency, documentation, and process maturity across client engagements
Promote Microsoft security frameworks and modern IT governance models
Track KPIs for client satisfaction, team productivity, and service effectiveness; report regularly to senior leadership.
Support incident response, client communications, and post-incident reviews when necessary

Client Strategy & Relationship Management

Understand client business goals, challenges, and growth plans to align IT strategy accordingly
Ensure client satisfaction, retention, and advocacy
Foster a client-first culture focused on accountability, communication, and outcomes
Gather, analyze, and act on client feedback to inform service improvements and product development.
Develop and execute client service strategies to secure retention, drive upsell, and support revenue growth.

Required Qualifications

A Bachelor of Arts or Bachelor of Science degree in a complementary science required
8+ years of experience in IT services, managed services, or technology consulting
3+ years in a leadership role managing client relationships and service delivery teams
Recent hands on experience with Microsoft 365, Modern Work, and Security solutions including Intune, Defender, and Purview
Windows Server environments (on-prem, hybrid, cloud-integrated)
macOS support and management in business environments
Cybersecurity principles, frameworks, and managed security services
Networking fundamentals and managed network services
Proven ability to translate technical concepts into business value
Experience working in or with a Microsoft partner ecosystem strongly preferred
Microsoft certifications (Modern Work, Security, Azure, or related)
Experience with Agile / Scrum collaboration models
Executive-level communication and presentation skills
Strategic thinker with strong operational follow-through
High emotional intelligence and client empathy
Comfortable balancing client advocacy with business objectives
Data-driven, organized, and process-oriented
Collaborative leader who thrives in a fast-paced, service-focused environment

Blacktip®

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Director of Managed IT Services