Director Of Technical Services Computer Technology Management Services, LLC Akron, OH Job Details Full-time $100,000 - $135,000 a year 5 hours ago Benefits Health savings account Health insurance Dental insurance 401(k) Paid time off Vision insurance Professional development assistance Qualifications Managing technical support teams Operational analysis Technical engineering Azure Defect resolution root cause analysis Serving clients IT people management experience Engineering process optimization Process improvement Leadership development Team development Policy & process development Managing engineering teams Technology management Problem-solving Leading team collaboration initiatives Engineering team leader Problem management Leadership development programs Process improvement planning Windows Server administration Cybersecurity Technical Proficiency Cross-functional communication Microsoft 365 proficiency Managing tech infrastructure teams Full Job Description About

CTMS CTMS, LLC

is a medium-sized Managed Services Provider delivering technology, cybersecurity, cloud, infrastructure, and managed IT services to a diverse client base. We are seeking an experienced Director of Technical Services to provide leadership across our technical organization and help us continue improving the quality, efficiency, and consistency of our service delivery. This is a senior leadership position reporting directly to the CTO. About the Role The Director of Technical Services will oversee the managers responsible for CTMS's technical departments and work closely with them to improve service delivery, efficiency, accountability, technical quality, and communication throughout the organization. We are looking for someone who understands how the different departments and functions inside a Managed Services Provider work together and who can identify where processes, communication, ownership, or technical execution are creating unnecessary delays, errors, rework, or client-impacting issues. The successful candidate will have enough technical depth to understand the work being performed throughout the organization, but this is not simply a senior engineering position.

The primary objective is straightforward:

Make the entire technical organization operate better. The Director of Technical Services will work through department managers to establish standards, identify weaknesses, improve processes, eliminate recurring problems, and ensure our technical departments operate as one coordinated organization rather than as separate teams. We are looking for someone who can understand how work flows across the organization, identify where things break down, and work collaboratively with managers and technical staff to implement lasting improvements. Key Responsibilities Technical Department Leadership Provide leadership and oversight to the managers responsible for CTMS's technical departments. Work directly with technical managers to establish priorities, expectations, performance standards, and improvement initiatives. Ensure technical departments are aligned with the CTO's technical strategy and company objectives. Help managers identify weaknesses within their departments and develop practical improvement plans. Hold managers accountable for performance while providing them with the support and authority necessary to lead their teams effectively. Improve communication and coordination between technical departments. Identify gaps in ownership when responsibilities cross departmental boundaries. Help resolve recurring issues involving multiple teams or departments. Develop stronger managers and future technical leaders throughout the organization. Operational Efficiency & Continuous Improvement A major responsibility of this position is identifying opportunities to make CTMS's technical organization more efficient, predictable, scalable, and accurate. The Director of Technical Services will: Evaluate how work moves between technical departments and identify unnecessary delays, handoffs, duplication, and bottlenecks. Work with managers to simplify and improve technical workflows. Identify recurring technical and operational errors and determine their root causes. Reduce rework caused by incomplete documentation, poor communication, unclear responsibilities, inconsistent procedures, or insufficient training. Establish measurable processes designed to reduce technical and service-delivery errors. Identify opportunities to improve efficiency through scripting, automation, AI, RMM, PSA, and workflow technologies. Standardize recurring technical processes wherever practical. Ensure lessons learned from mistakes and major incidents result in improvements to processes, documentation, tooling, or training. Continuously evaluate whether existing procedures are producing the desired results and modify them when necessary. Cross-Department Coordination The Director of Technical Services must understand how the different parts of the technical organization affect one another.

Responsibilities include:

Regularly meeting with technical managers to review challenges, metrics, team capabilities, recurring issues, and improvement opportunities. Identifying problems that originate in one department but create downstream issues for another. Improving handoffs and communication between teams. Establishing clear ownership and escalation procedures for work involving multiple departments. Ensuring technical standards are applied consistently throughout the organization. Preventing departments from operating in silos. Encouraging managers to solve organizational problems collaboratively rather than focusing only on their individual departments. Identifying areas where responsibilities, workflows, or processes are unclear and establishing better structure. Quality & Error Reduction A key measure of success in this position will be the ability to reduce recurring errors and improve the overall quality of technical service delivery.

Responsibilities include:

Track recurring technical and process errors. Oversee root-cause analysis for significant or recurring issues. Determine whether errors are related to training, process, technology, documentation, communication, or accountability. Work with the appropriate manager to establish corrective actions. Measure whether corrective actions actually reduce recurrence. Identify systemic problems rather than simply correcting individual incidents. Develop quality metrics that allow leadership to measure improvement. Reduce unnecessary escalations, repeat work, and preventable service issues. Establish a culture of continuous improvement throughout the technical organization. Technical Leadership Although this is a senior leadership position, strong technical credibility is essential. The Director of Technical Services will: Understand the technologies, platforms, architectures, and services supported by CTMS. Provide guidance to managers and senior engineers on complex technical issues. Participate in major architecture and technology decisions. Review significant technical projects, incidents, and infrastructure changes when appropriate. Help establish company-wide engineering and technical standards. Evaluate emerging technologies and determine where they can improve CTMS's services or internal operations. Stay current with cybersecurity threats, cloud technologies, automation, AI, and developments affecting the MSP industry. Serve as a senior escalation resource when an issue requires advanced technical or organizational involvement. Team Development The Director of Technical Services will also play a major role in developing CTMS's technical leadership and engineering talent.

Responsibilities include:

Work with managers to identify technical skill gaps within their teams. Help establish development plans and certification paths. Develop Tier 1 and Tier 2 employees into more advanced technical roles. Identify high-potential employees and future technical leaders. Promote technical knowledge sharing between departments. Establish clear expectations for technical quality, troubleshooting, documentation, communication, and ownership. Build a culture of accountability, continuous learning, technical excellence, and professional growth. Required Qualifications 5+ years of leadership or management experience within a Managed Services Provider (MSP) environment. Experience managing technical leaders, managers, team leads, or multiple technical functions strongly preferred. Significant hands-on technical experience in MSP environments. Strong understanding of how MSP departments and service-delivery functions work together. Strong technical knowledge across several core areas, including: Networking and network architecture Windows Server and Active Directory Microsoft 365 and Azure Virtualization Firewalls and cybersecurity Endpoint management Cloud infrastructure Backup and disaster recovery Proven Tier 3 or senior-engineer-level technical knowledge. Demonstrated experience improving technical processes and service-delivery workflows. Proven ability to identify root causes of recurring technical or operational problems. Experience implementing process improvements that resulted in measurable reductions in errors, rework, or inefficiency. Demonstrated success developing technical employees and managers. Strong understanding of MSP service-delivery practices. Excellent written and verbal communication skills. Ability to communicate effectively with technicians, engineers, managers, executives, clients, and nontechnical stakeholders. Advanced Technical Credentials Advanced technical certifications are strongly valued, although significant equivalent senior-level experience will also be considered.

Examples include:

Cisco CCNP or CCIE Microsoft Certified:

Azure Solutions Architect Expert VMware VCAP or equivalent CISSP Other comparable advanced networking, cloud, infrastructure, or cybersecurity certifications Preferred Qualifications Experience directly overseeing multiple technical departments or managers. Multiple advanced certifications across networking, cloud, infrastructure, or cybersecurity. Experience with MSP RMM and PSA platforms. Experience with scripting and automation technologies such as PowerShell. Experience implementing workflow automation or AI-based process improvements. Experience creating technical standards and standardized operating procedures. Experience developing technical KPIs and management dashboards. Experience developing engineering career paths and technical tiering structures. Previous client-facing engineering or technical consulting experience. Experience leading technical teams through organizational growth. Experience improving service delivery within a growing MSP. What Success Looks Like Success in this position will not simply be measured by whether technical issues are resolved. We expect the Director of Technical Services to produce measurable improvement across the entire technical organization .

Examples include:

Fewer recurring technical and service-delivery errors. Reduced ticket rework. Fewer unnecessary escalations. Better communication between technical departments. Faster and cleaner handoffs between teams. Clearer ownership and accountability. Improved technical documentation and standardized procedures. Increased automation and reduced repetitive manual work. Better visibility through meaningful technical KPIs. More effective technical managers. Employees developing into more advanced technical roles. Technical issues being permanently corrected rather than repeatedly addressed. Departments working together as one technical organization. Improved efficiency without sacrificing service quality. Stronger client service and technical consistency. The Leadership Style We're Looking For We are looking for someone who naturally asks questions such as: Why do we do it this way? Where are we creating unnecessary work? Why does this problem keep happening? Where are mistakes occurring, and why? Why are these departments having difficulty working together? Is ownership of this process clear? Can this process be standardized? Can this be automated? How do we prevent this issue from happening again? The right candidate will not simply identify problems. They will work with managers and technical employees to understand the root cause, develop a practical solution, implement the change, establish accountability, and measure whether the solution actually worked. Compensation & Benefits Salary range: $100,000-$135,000 per year , based on experience, technical background, leadership experience, and qualifications. Three weeks of paid vacation starting upon employment. Full-time, exempt leadership position. Opportunity to have a direct impact on the technical direction and continued growth of a medium-sized MSP. Direct reporting relationship to the CTO. Significant opportunity to improve processes, develop leaders, implement new technologies, and shape how the technical organization operates. Who We're Looking For Strong candidates may currently hold titles such as: Director of Technical Services Technical Services Director Director of IT Operations MSP Technical Director Technical Operations Manager Senior Technical Manager Service Delivery Director Infrastructure Manager Technical Services Manager Senior Engineering Manager The title is less important than the experience. We want someone who has led technical organizations, understands MSP service delivery, knows how technical departments interact, can develop managers, and has a demonstrated ability to improve efficiency and reduce errors. If you enjoy developing people, solving organizational problems, improving technical processes, introducing automation, removing inefficiencies, and building a stronger technical organization, we want to talk with you.

Pay:

$100,000.00 - $135,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Health savings account Paid time off Professional development assistance Vision insurance Application Question(s): How many years of experience do you have working in a Managed Services Provider (MSP) environment? Have you directly managed managers, team leads, or multiple technical departments/functions? What is the largest technical organization you have been responsible for leading or overseeing? Please describe one example where you identified an inefficient technical process or recurring service-delivery problem and improved it. What was the problem, what changes did you implement, and what measurable result did you achieve? Please describe your experience working with multiple technical managers or departments to reduce errors, improve efficiency, or improve service quality. How did you identify the problems, gain agreement from the managers involved, and measure whether the changes were successful?

Work Location:

In person