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

that invites different beliefs and perspectives to the table, so we can truly know and help our clients, communities, and each other.**Our Perks:*** Flexible PTO (designed to offer flexible time away for you!)* Up to 12 weeks paid parental leave* Paid Volunteer Time Off* Mental health coverage* Quarterly Wellness stipend* Fertility benefits* Complete list of benefitsCLA 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 role:****Operational Leadership & Optimization*** Assume leadership of the existing MSP function, including team, clients, and active engagements* Assess and enhance current service delivery processes, tooling, and performance* Standardize service offerings, SLAs, and delivery methodologies* Implement and mature ITSM best practices (incident, problem, change management)**Service Delivery Excellence*** Ensure consistent, high-quality delivery across all managed service engagements* Define and track KPIs (SLA adherence, response/resolution times, client satisfaction, etc.)* Establish governance, reporting, and continuous improvement processes* Act as an executive escalation point for key client issues**Innovation & AI Enablement*** Define and execute a roadmap for incorporating automation and AI-driven capabilities into MSP delivery* Identify 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 times* Evaluate emerging technologies (AIOps, copilots, predictive monitoring) to enhance service quality and efficiency* Partner with internal digital and data teams to embed AI-enabled solutions into managed service offerings**Growth & Expansion*** Define and execute a growth strategy for the MSP offering* Partner with sales and account teams to expand services within existing clients and win new business* Develop scalable, packaged service offerings aligned to market demand, including next-generation, AI-enabled managed services* Support or own revenue targets tied to managed services growth**Commercial & Financial Management*** Manage financial performance of the MSP, including revenue, margin, and cost structure* Refine pricing models, contracts, and service packaging* Identify opportunities to improve efficiency and profitability through automation and standardization**Team Leadership & Development*** Lead, mentor, and scale the MSP team, building depth across service areas* Evaluate current team structure and implement improvements as needed* Establish clear roles, career paths, and performance expectations* Upskill the team on automation, AI tools, and modern service delivery approaches* Drive a culture of accountability, innovation, and client focus**Technology & Vendor Management*** Evaluate and optimize MSP tooling (RMM, PSA, monitoring, automation platforms)* Manage relationships with key vendors and partners* Identify opportunities to introduce AI-enabled tooling and advanced automation platforms to improve service delivery**What you will need:*** 7+ years of experience in IT services, managed services, or infrastructure operations* Proven experience leading or scaling an MSP or managed services function* Strong background in service delivery, with hands-on knowledge of IT operations (end-user support, infrastructure, cloud)* Experience improving or transforming an existing service organization* Familiarity with ITSM frameworks (e.g., ITIL) and MSP tools (RMM/PSA platforms) preferred* Exposure to or experience with automation, AIOps, or AI-enabled service delivery models preferred* Demonstrated commercial acumen, including pricing, contracts, and supporting sales efforts preferred* Strong leadership and stakeholder management skills preferred#LI-CG1Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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to learn about your hiring rights.**Wellness at CLA**To 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 .**Start your inspired career**

When you join CLA, you’ll have the opportunity to design your own . Career growth is about having new experiences and lots of exposure to different roles that stretch your comfort zone, expand your skills, and shape you as a leader. It’s not so much about climbing a ladder or acquiring new titles — it’s the discovery of your strengths and the outer reaches of your true potential. At CLA, you have the freedom to explore many opportunities, including your choice of industry specialization, service capability, career path, and mobility.
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