Director of Managed Services

Description

Lockstep Technology Group is a leading IT solutions provider focused on digital transformation, cloud architectures, security & emerging solutions. Our mission is to empower Technology teams to be strategic enablers in their organizations. We eliminate the distractions and complexity of infrastructure, security, and access. We believe today’s technology leaders are co‑creators of tomorrow’s strategies, in a world that requires technology to optimize outcomes while evolving in real‑time through the adoption of new tools.

Lockstep fosters innovation by also empowering employees in an environment where core values of Taking Ownership and Delivering Results, Putting the Customer First, Acting as One team, and Embracing Continual Learning create a high performing, cohesive team.

The Director of Managed Services leads our geographically distributed Managed Services teams, driving consistent and scalable client support operations. This role:

• Manages 24/7 service delivery for managed IT solutions
• Ensures exceptional client support, SLA attainment, and technical resolution
• Leads optimization efforts across tools, processes, and staff allocation
• Collaborates cross‑functionally with engineering, sales, and finance
• Oversees team development and continuous service improvement
• Is accountable for revenue growth and existing customer retainment

• Competitive compensation
• Medical, dental and vision insurance
• 401(k) Plan with a company match
• Short‑term/long‑term disability and life insurance
• Flexible PTO
• 7 company‑paid holidays and 1 floating holiday
• Employee Assistance Program (EAP)

• Partners with the SVP of Engineering Services to define strategic goals and develop actionable plans
• Aligns Managed Services initiatives with Lockstep’s core offerings and customer success priorities

• Oversees day‑to‑day operations of the Managed Services team, including monitoring, support desk, and client escalations
• Ensures SLAs, KPIs, and contractual obligations are consistently met or exceeded
• Works with architecture and engineering teams to ensure solution alignment and technical readiness
• Implements best practices for incident management, problem identification and management, change management, and proactive client maintenance
• Enhances automation, documentation, and service workflows for operational excellence

• Leads efforts to improve client satisfaction and retention through high‑touch engagement and quality service
• Partners with the Account Management and Sales teams to support pre‑sales and renewal conversations
• Identifies opportunities to expand service footprint and upsell value‑added offerings

• Manages hiring, coaching, and performance oversight for Managed Services personnel
• Fosters a high‑performing, accountable culture centered on continuous learning and client empathy
• Implements growth plans and mentors team members to develop future leaders

• Owns departmental budget, resource planning, and forecasting for service coverage and growth
• Provides regular reporting on performance metrics, team utilization, and cost controls
• Ensures accurate time tracking, resource allocation, and profit margin achievement

• 10+ years of experience in IT services with a strong emphasis on managed services delivery
• Proven success managing large‑scale, multi‑location support operations
• Strong understanding of industry best practices across service management frameworks (ITIL, SLIQ, etc.)
• Ability to lead technical teams while engaging cross‑functional stakeholders
• Excellent problem‑solving, time management, and communication skills
• A strategic mindset with the ability to translate customer needs into scalable solutions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job.

Office environment: prolonged sitting at a desk and using a computer, must be able to lift at least 15 pounds, and be able to work in an office with other employees.

Travel:
Approximately 10% to maintain team connection and client relationships

Lockstep Technology Group is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.