Job Description

Job Description

Intras Cloud Services is a fast-growing Managed Service Provider (MSP) specializing in Microsoft technologies and modern cloud-first IT strategies. Our services include Microsoft licensing, IT management and Support, Infrastructure, and Cybersecurity, among others. 

We are seeking a Director of Managed Services to oversee the daily operations of our Managed Services product offering to include our Global Services Operations Center (GSOC) deployed globally. The ideal candidate will drive operational excellence, develop repeatable service processes, implement and monitor performance metrics, and act as an escalation point for client support when needed. This leadership role is based in the United States, with a strong preference for candidates in the Dallas, Texas area who can work onsite at our office.

Key Responsibilities

· Provide strategic and operational leadership for the GSOC team and its manager.

· Responsible for optimizing service delivery by defining, implementing, and continuously improving repeatable processes aligned with managed service provider (MSP) best practices.

· Establish, track, and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

· Serve as the senior escalation point for complex technical issues or service disruptions.

· Collaborate with internal teams and clients to ensure high levels of customer satisfaction.

· Participate in capacity planning, staffing, and performance reviews of the GSOC team.

· Lead process documentation, training initiatives, and quality assurance within the managed services function.

· Coordinate with product partners and internal solution architects on service optimization and deployment best practices.

· Ensure services align with Microsoft 365, Azure, and partner technologies.

· Provide regular performance updates to executive leadership.

Required Qualifications

· Bachelor's degree in information technology, or a related field is required. 

· 5+ years of experience in managed IT services, with at least 2 years in a leadership role.

· Strong verbal and written communication abilities are mandatory.

· Strong knowledge of Microsoft 365, Azure, and endpoint security tools.

· Experience with MSP service delivery models, including RMM, ticketing, SLAs, and KPIs.

· Demonstrated success building or optimizing IT operations teams and service processes.

· Excellent leadership and problem-solving skills.

· Experience managing or collaborating with remote and international teams.

· Strong analytical mindset with a focus on measurable results and customer success.

· Ability to travel occasionally to the GSOC location or attend in-office meetings in Dallas.

Preferred Qualifications

· Prior experience managing a Global Service Desk or Call Center team.

· Familiarity with platforms such as Ticketing Systems, Remote Monitoring and Management (RMM) / Unified IT Management, Cybersecurity and EndPoint Protection, Email Protection, Backup and Recovery.

· ITIL Foundation certification or equivalent process methodology experience.

If you are the person we are looking for, or know the right one, apply at our career site!

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