Director - IT Managed Services
CLA is a top 10 national professional services firm where our purpose is to create opportunities every day, for our clients, our people, and our communities through industry-focused wealth advisory, digital, audit, tax, consulting, and outsourcing services. Even with more than 8,500 people, 130 U.S. locations, and a global reach, we promise to know you and help you.CLA is dedicated to building a culture that invites different beliefs and perspectives to the table, so we can truly know and help our clients, communities, and each other.Our PerksFlexible PTO (designed to offer flexible time away for you!)Up to 12 weeks paid parental leavePaid Volunteer Time OffMental health coverageQuarterly Wellness stipendFertility benefitsComplete list of benefits hereCLA is currently seeking a Director to lead and expand our existing IT Managed Services (MSP) offering within the Digital practice. This role will assume responsibility for an established managed services portfolio and team, with a mandate to enhance delivery operations, standardize offerings, and accelerate growth.This leader will balance operational excellence and client delivery with commercial leadership and innovation, transforming the MSP into a scalable, modern, technology-enabled business.How You’ll Create Opportunities In This RoleOperational Leadership & OptimizationAssume leadership of the existing MSP function, including team, clients, and active engagementsAssess and enhance current service delivery processes, tooling, and performanceStandardize service offerings, SLAs, and delivery methodologiesImplement and mature ITSM best practices (incident, problem, change management)Service Delivery ExcellenceEnsure consistent, high-quality delivery across all managed service engagementsDefine and track KPIs (SLA adherence, response/resolution times, client satisfaction, etc.)Establish governance, reporting, and continuous improvement processesAct as an executive escalation point for key client issuesInnovation & AI EnablementDefine and execute a roadmap for incorporating automation and AI-driven capabilities into MSP deliveryIdentify 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 timesEvaluate emerging technologies (AIOps, copilots, predictive monitoring) to enhance service quality and efficiencyPartner with internal digital and data teams to embed AI-enabled solutions into managed service offeringsGrowth & ExpansionDefine and execute a growth strategy for the MSP offeringPartner with sales and account teams to expand services within existing clients and win new businessDevelop scalable, packaged service offerings aligned to market demand, including next-generation, AI-enabled managed servicesSupport or own revenue targets tied to managed services growthCommercial & Financial ManagementManage financial performance of the MSP, including revenue, margin, and cost structureRefine pricing models, contracts, and service packagingIdentify opportunities to improve efficiency and profitability through automation and standardizationTeam Leadership & DevelopmentLead, mentor, and scale the MSP team, building depth across service areasEvaluate current team structure and implement improvements as neededEstablish clear roles, career paths, and performance expectationsUpskill the team on automation, AI tools, and modern service delivery approachesDrive a culture of accountability, innovation, and client focusTechnology & Vendor ManagementEvaluate and optimize MSP tooling (RMM, PSA, monitoring, automation platforms)Manage relationships with key vendors and partnersIdentify opportunities to introduce AI-enabled tooling and advanced automation platforms to improve service deliveryWhat You Will Need7+ years of experience in IT services, managed services, or infrastructure operationsProven experience leading or scaling an MSP or managed services functionStrong background in service delivery, with hands-on knowledge of IT operations (end-user support, infrastructure, cloud)Experience improving or transforming an existing service organizationFamiliarity with ITSM frameworks (e.g., ITIL) and MSP tools (RMM/PSA platforms) preferredExposure to or experience with automation, AIOps, or AI-enabled service delivery models preferredDemonstrated commercial acumen, including pricing, contracts, and supporting sales efforts preferredStrong leadership and stakeholder management skills preferredEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesClick here to learn about your hiring rights.Wellness at CLATo support our CLA family members, we focus on their physical, financial, social, and emotional well-being and offer comprehensive benefit options that include health, dental, vision, 401k and much more.To view a complete list of benefits click here.