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 Services - Identify new service offerings, technologies, and business models that create value for customers and recurring revenue for Cybertrol - Establish annual goals, KPIs, budgets, and performance metrics for each department - Collaborate 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) business - Drive growth in recurring service revenue, customer retention, and service profitability - Develop scalable service delivery models, processes, and tools - Evaluate emerging technologies, cybersecurity trends, and OT managed service opportunities - Ensure 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 expectations - Drive continuous improvement initiatives that increase efficiency and customer satisfaction - Monitor utilization, backlog, customer satisfaction, and financial performance Operational Technology (OT) Leadership - Provide leadership and direction to the OT Systems Lead and OT team - Develop and grow Cybertrol’ s OT services portfolio