Director of Managed Services

This role is Hybrid located in Maple Grove, MN Do you want to be a vital part of a successful multi-disciplined team? At Cybertrol, you will apply your skills in a culture that focuses on commitment to high quality solutions for our customers while emphasizing personal and professional growth for our employees. Our core values are reflected in everything we do. Our dedication to being "Passionate," "Authentic," and "Willing to Help" makes a significant impact on our work culture and the success of our projects. About Cybertrol Cybertrol Engineering creates and delivers custom-engineered automation hardware and software solutions to manufacturing customers throughout the upper Midwest and across the world. The firm is privately owned, headquartered in Minneapolis, and has additional offices in Madison and Marshfield, WI. There is an extraordinarily strong engineering culture that emphasizes both personal and professional growth along with a commitment to providing high-quality solutions, including: plant-wide automation, information, and OT (Operational Technology) infrastructure; custom control panel design and fabrication; and upgrades of obsolete automation systems. Job Summary The Director of Managed Services is responsible for the strategic leadership, operational performance, and growth of Cybertrol's Support Services, Operational Technology (OT) Services, and Managed Services Provider (MSP) business. This leader will develop and execute strategies that drive recurring revenue, enhance customer satisfaction, expand service offerings, and position Cybertrol as a market leader in industrial support and managed services. This role requires an entrepreneurial, growth-oriented leader with extensive experience in building and leading managed service organizations. The Director will work closely with executive leadership to identify new opportunities, improve service delivery, and scale each business area while maintaining exceptional customer outcomes. This position includes a multi-year growth incentive offering significant earning potential beyond base salary and annual bonus, rewarding successful and profitable growth of Cybertrol’s Managed Services business. Key Responsibilities Strategic Leadership Develop and execute a long-term growth strategy for Support, OT Services, and Managed ServicesIdentify new service offerings, technologies, and business models that create value for customers and recurring revenue for CybertrolEstablish annual goals, KPIs, budgets, and performance metrics for each departmentCollaborate with company leadership to align service offerings with broader company objectives Managed Services Leadership Lead the continued development and expansion of the Managed Services Provider (MSP) businessDrive growth in recurring service revenue, customer retention, and service profitabilityDevelop scalable service delivery models, processes, and toolsEvaluate emerging technologies, cybersecurity trends, and OT managed service opportunitiesEnsure service offerings remain competitive and differentiated in the marketplace Support Department Leadership Provide leadership and direction to the Support Manager and support team Ensure exceptional customer responsiveness, issue resolution, and service quality Establish service standards, SLAs, and performance expectationsDrive continuous improvement initiatives that increase efficiency and customer satisfactionMonitor utilization, backlog, customer satisfaction, and financial performance Operational Technology (OT) Leadership Provide leadership and direction to the OT Systems Lead and OT teamDevelop and grow Cybertrol’ s OT services portfolioPromote best practices related to industrial networking, infrastructure, cybersecurity, and OT system lifecycle managementSupport the development of technical standards and service delivery methodologiesCollaborate with sales, account management, and engineering teams to identify and develop new opportunities Business Development & Growth Serve as a key contributor to business development efforts and strategic client relationshipsPartner with sales and account management teams to identify and pursue new opportunitiesHelp develop pricing strategies, service packages, and go-to-market initiativesSupport proposal development and participate in customer presentations when appropriateBuild a culture focused on growth, accountability, and customer success Team Leadership Recruit, develop, mentor, and retain high-performing team membersFoster a culture of ownership, innovation, and continuous improvementBuild leadership capabilities within the Support and OT organizations Drive employee engagement and professional development REPORTING STRUCTURE This position reports directly to the PresidentSupport Manager will be a direct reportOT Systems Lead will be a direct report Required Education And Experience 10+ years of leadership experience in a Managed Services Provider (MSP) environmentProven track record of growing managed services revenue and profitabilityExperience leading technical service and support organizationsStrong understanding of service delivery, customer success, and operational excellenceExperience developing service offerings, pricing models, and growth strategiesDemonstrated success leading teams through growth and organizational changeStrong financial and business acumen Prefered Education And Experience Experience supporting industrial, manufacturing, or automation environmentsKnowledge of Operational Technology (OT), industrial networking, and cybersecurityExperience with recurring revenue business models and service-level agreementsFamiliarity with industrial control systems and manufacturing operations KEY LEADERSHIP TRAITS Entrepreneurial mindset with a passion for building businesses Growth-oriented leader who seeks opportunities rather than waiting for them Strategic thinker with strong execution skillsCustomer-focused and relationship-drivenCollaborative leader who develops people and builds strong teamsComfortable making decisions in a fast-paced environmentResults-oriented with strong accountability Success Measures Growth of recurring managed service revenueSupport department profitability and customer satisfactionExpansion of OT service offerings and market presenceTeam engagement, retention, and developmentUtilization and service delivery performanceAchievement of annual growth and financial objectives Cybertrol offers a discretionary bonus to all employees, based on company and personal performance. In addition, all full-time employees are eligible for a variety of benefits including health insurance coverage, life and disability insurance, 401(k), paid holidays and personal paid time off (PTO), supplemental insurance plans, and education reimbursement. Cybertrol is committed to equal employment opportunities for all applicants and employees. Applicants will receive consideration for employment regardless of veteran status, race, color, religion, sex, marital status, national origin, physical or mental disability, age and/or any other protected status as required by law.