About Us

MyKrill is a team of technology and business experts dedicated to assisting clients in overcoming technology challenges and enhancing their technological capabilities, while delivering triumphant outcomes. We pride ourselves on being a one-stop-shop for all their technology needs, offering both Managed Services and a comprehensive range of Hardware and Software solutions. We are seeking a highly skilled and motivated individual to join our team as the Director of IT Managed Services.

Position Overview

As the Director of IT Managed Services, you will play a pivotal role in leading and growing two critical verticals within our organization – Managed Service Provider (MSP) and Hardware/Software Sales. You will be responsible for developing and executing strategies to ensure the successful delivery of managed services, as well as driving sales & partnership initiatives to expand our hardware and software offerings.

Essential Responsibilities and Duties

Strategic Planning:

• Develop and implement strategic plans for IT Managed Services in alignment with overall business objectives.
• Define service offerings, price books, client agreements, and service level agreements (SLAs).
• Prepare and present monthly status progress and operational metrics to the Executive Management team and Partners.
• Drive alignment with the Cyber Operations team for cohesive MSP and Cyber support delivery to clients.

Team Leadership:

• Lead and manage a team of IT professionals, including technicians, engineers, and support staff.
• Build, train, and develop global technical teams and capabilities.
• Provide guidance, mentorship, and professional development opportunities for team members.

Client Relationship Management & Sales:

• Build and maintain strong relationships with clients, understanding their IT needs and ensuring delivery of high-quality services.
• Collaborate with clients to identify opportunities for improvement and growth.
• Conduct Client Service Reviews, provide reports on SLAs, projects, and services.
• Support the sales process with data gathering, technical engineering, proposal reviews, and new client onboarding.

Service Delivery:

• Oversee the delivery of managed IT services, ensuring service level agreements (SLAs) are met or exceeded.
• Monitor, optimize, and automate, service delivery processes for efficiency and effectiveness.
• Establish and monitor quality assurance processes to ensure the highest level of service delivery.
• Conduct regular audits and assessments to identify areas for improvement.
• Plan and execute IT projects, ensuring timely delivery and adherence to project goals.
• Collaborate with cross-functional teams to achieve project objectives.

Technical Expertise:

• Stay current with industry trends and emerging technologies relevant to managed IT services.
• Provide technical expertise and guidance to the team and clients.
• Identify and prioritize technology initiatives & tools to support organizational goals.
• Establish hardware and software technology standards for clients and internal operations.
• Oversee the design, implementation, and maintenance of IT infrastructure for clients.
• Implement security measures to protect client data and sensitive information.

Budgeting and Financial Management:

• Develop and manage the budget for the Technology Services department.
• Oversee technology purchases, inventory management, and hardware & software resale.
• Monitor expenses and ensure cost-effectiveness in service delivery.
• Oversee customer invoicing for MSP and technology sales.

Vendor & Partnership Management:

• Identify strategic partners which enhance and add to our technology offerings.
• Evaluate and manage relationships with third-party vendors and service providers.
• Negotiate contracts and agreements to ensure cost-effectiveness and quality of services.
• Telecommunications contract management (ATT, Verizon, etc.).

Qualifications

• Bachelor of Computer Science in IT related discipline or minimum 10+ years equivalent experience working in IT Systems.
• ITIL Certification preferred.
• Effective communicator and relationship builder – Clear concise written and spoken, ability at all levels, customer, supplier and internal.
• Knowledge of Microsoft 365 & Azure Technology stacks, offering, and pricing, Google Stack experience, nice to have.
• Apple product support experience (Mac, iPhone).
• Experience with Professional Services Automation Platform: ConnectWise.
• Extensive knowledge of IT systems and infrastructure, including network and desktop administration, routers, firewalls, physical and virtual servers.
• Attention to detail and the ability to work in a fast-paced environment, managing multiple assignments simultaneously whilst working with others.
• Willing to learn new technologies and stay up to date with current industry trends.
• Valid driver’s license.