We are seeking an experienced and well-rounded Director of Managed IT Services to lead and grow our client’s managed services division in Des Moines, IA. This role requires more than just technical and operational excellence—it demands strong interpersonal skills, emotional intelligence, and the ability to inspire and engage both clients and internal teams. The ideal candidate will bring a balance of technical expertise, business acumen, and people-centered leadership to ensure the success and growth of the practice. Key Responsibilities Lead, mentor, and manage a team of engineers, system administrators, and support staff while fostering a culture of collaboration, accountability, and professional growth.

Develop and refine the service portfolio (network design, cloud services, security, backup/DR, monitoring, etc.) to align with client needs and company strategy.

Serve as a trusted advisor to clients, building long-term relationships through clear communication, empathy, and proactive problem-solving.

Oversee service delivery and SLAs with a focus on responsiveness, transparency, and customer satisfaction.

Drive continuous improvement: implement processes, workflows, and automation to improve efficiency and scalability.

Collaborate with sales, account management, and marketing to support solution design, proposals, and client onboarding.

Define and track KPIs such as uptime, resolution time, customer satisfaction, and team utilization, and act on insights.

Ensure best practices in IT security, compliance, disaster recovery, and business continuity.

Manage budgets, forecasting, and vendor relationships with integrity and professionalism.

Stay current with emerging technologies and trends while encouraging ongoing learning within the team. Qualifications & Skills 5+ years of progressive experience in managed services, IT operations, or MSP leadership roles.

Proven success in building and leading high-performing teams.

Strong interpersonal skills—able to listen, communicate clearly, and build trust at all levels, from technicians to executives.

Deep technical expertise in infrastructure, cloud, virtualization, security, and managed services tools.

Demonstrated ability to balance strategic vision with hands-on execution.

Strong customer-facing presence with consultative communication style.

Experience managing budgets, KPIs, and vendor agreements.

High emotional intelligence and the ability to adapt leadership style to different situations and personalities.

Relevant certifications (e.g., ITIL, Microsoft, Cisco, CISSP) are a plus. Service Technician

Des Moines, IA 50322 USA