We are a growing IT company; a great place to start and grow your career!
CCS is a leading technology consulting firm providing best in class solutions to our clients for over 45 years. Expressed simply in our tagline – Right People, Right Results, Right Careers! Our philosophy is, in fact, an obsession that drives our behavior, our culture and our work. It’s why we put tremendous emphasis on hiring individuals that embody the principles that align with our obsession. We continue to successfully provide network integration, support services, products solutions, and applications services to our valued clients in the northeast. Our focus is simple...our goal is to make technology easy and to help our clients use it as effectively as possible.
Overview
The Director of Managed Services is responsible for the overall leadership, performance, and growth of the Managed Services/Managed Support business line. This role ensures the organization delivers on two primary objectives: Service Excellence and Profitability.
This leader will align people, processes, and technology to drive operational efficiency, strong financial performance, and exceptional client satisfaction. The Director will build and develop high-performing teams, optimize service delivery operations, and bring innovative service offerings to market. A strong technical foundation combined with business acumen and analytical capability is essential.
Responsibilities
Strategic Leadership & Team Development
- Define organizational structure and role requirements to support growth
- Recruit, mentor, and develop service desk leaders and technical teams
- Establish performance expectations, KPIs, and a culture of accountability and continuous improvement
- Conduct regular employee engagement and coaching discussions
Operational & Service Excellence
- Oversee service delivery performance, ensuring SLAs and KPIs are met
- Implement and optimize IT service management best practices (incident, problem, change management)
- Develop and maintain SOPs, dashboards, and performance reporting
- Identify automation and process improvement opportunities
- Lead onboarding processes and ensure consistent client experience
Financial & Business Management
- Own P&L performance, including gross margin and contribution targets
- Align staffing and payroll with revenue plans
- Drive pricing strategy and recurring revenue optimization
- Control variable costs while identifying incremental revenue opportunities
- Lead budgeting and forecasting efforts
Business Development & Client Engagement
- Refine and relaunch existing offerings; identify and develop new services
- Build business models, pricing strategies, and go-to-market plans
- Enable and train sales teams on Managed Services positioning
Establish trusted advisor relationships with key clients and lead Quarterly Business Reviews
Qualifications
- 10+ years of experience in the IT industry, including 5+ years leading Managed Services or IT service delivery teams
- Proven track record of delivering service excellence while maintaining strong profitability
- Experience with budgeting, financial management, and operational planning
- Strong leadership experience including recruiting, mentoring, and performance management
- Proficiency in data analysis and performance metrics reporting
- In-depth knowledge of IT service management frameworks (ITIL)
- Experience with Microsoft technologies including Microsoft 365 and Azure
- Strong understanding of network security and cloud infrastructure management
- Excellent verbal and written communication skills with strong executive presence
- Competitive salaries
- Comprehensive benefits including:
- Medical and dental plans
- Company paid vision and short and long term disability plans
- Flexible spending programs including Healthcare, Dependent Care, Transit and Parking
- 401K with employer match
- Tuition reimbursement
- Onsite fitness center (or gym membership reimbursement for client or satellite based employees)
- Company paid life Insurance
- Paid holidays and vacation
- Technical certification gift card rewards program
Come experience our unique culture and see how our “right people, right results” philosophy has led to our outstanding success! We are great place to start your IT career!
EEO Statement:Custom Computer Specialists is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. To request a reasonable accommodation to apply for this position or to enable qualified individuals with disabilities to perform essential job functions, contact [email protected] or 631-864-6699.
Top Skills
What We Do
CCS is a premier provider of technology solutions and services to organizations throughout the US. Many organizations rely on CCS to deliver high-quality, highly reliable and secure technology solutions to support their cybersecurity, managed services, cloud, software, network management, and strategic planning needs. Established in 1979, CCS' extensive knowledge and experience have positioned it as a trusted partner for educational institutions, government agencies, healthcare providers, nonprofits, small to mid-sized businesses, and corporations throughout the US. With close to 450 of the best-and-brightest employees in the technology industry, CCS has offices in Hauppauge, NY (HQ); Providence, RI; Cleveland, OH; Raleigh, NC; and Wilmington, DE. We strongly believe in “Right People, Right Results”. Providing the Right Results for our clients has earned CCS numerous certifications, awards, and distinctions: Inc. 5000 list; SOC 2 Type 2 Compliance; MSSP Alert Top 250 MSSPs, CRN North America “Elite 150”, “Elite 250” and “Security 100” for top Managed Service Providers; Top 10 K12 Solution Providers; Best Cybersecurity Provider; Best Technology Services; and Best Places to Work. Learn more at www.customonline.com #MSP #technologyservices
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