Executive Director, MSP Operations

We're hiring a Director of Managed Endpoint Services to lead our customer-facing managed services operations, with a focus on building and scaling a world-class team that delivers endpoint device management solutions. This role combines strategic leadership with operational excellence, overseeing the delivery of mobile device management (MDM), mobile threat defense (MTD), mobile application management, and security policy enforcement services to our enterprise clients.

The ideal candidate brings proven experience from a managed services provider (MSP) environment, with a strong track record of building high-performing teams and delivering exceptional customer outcomes in endpoint device management.

· Build, lead, and scale a team of MDM specialists, endpoint engineers, and managed services professionals · Develop and execute customer-facing service delivery strategies for endpoint device management across phones, laptops, and tablets · Establish service level agreements (SLAs), key performance indicators (KPIs), and customer success metrics · Drive continuous improvement in service quality, customer satisfaction, and operational efficiency · Mentor and develop team members, fostering technical expertise and customer service excellence

· Serve as the primary technical escalation point for enterprise clients on managed endpoint services · Lead customer onboarding, implementation planning, and ongoing service optimization discussions · Build trusted advisor relationships with client IT leadership and security teams · Present service roadmaps, performance reports, and strategic recommendations to customers · Collaborate with sales teams on service expansion and renewal opportunities

· Oversee end-to-end managed services delivery for mobile device management platforms (e.g., Microsoft Intune, VMware Workspace ONE, Jamf Pro) · Lead deployment and management of mobile threat defense solutions (e.g., Lookout, Zimperium, Check Point Harmony Mobile) · Manage mobile application deployment, security policies, and compliance enforcement across customer environments · Establish 24/7 monitoring, incident response, and proactive maintenance procedures · Drive automation initiatives to improve service efficiency and reduce manual intervention

· Define and expand managed services offerings for endpoint device management · Collaborate with Product teams to translate customer needs into service capabilities · Develop standardized service packages, pricing models, and delivery methodologies · Lead evaluation and integration of new endpoint management and security technologies · Create comprehensive service documentation, runbooks, and knowledge base articles

· Develop long-term strategic vision for managed endpoint services growth and capabilities · Manage key vendor relationships with MDM platform providers and security solution vendors · Oversee licensing optimization, contract negotiations, and technology roadmap alignment · Lead cross-functional initiatives with Sales, Marketing, and Product teams · Drive business development initiatives to expand managed services market presence

· 10+ years of experience in managed services operations, with 5+ years in leadership roles · Proven track record building and managing technical teams in a managed services provider (MSP) environment · Deep expertise in enterprise mobile device management platforms and endpoint security solutions · Strong customer-facing experience with enterprise clients and C-level stakeholder management · Demonstrated success scaling managed services operations and driving revenue growth

· Hands-on experience with leading MDM platforms (Microsoft Intune, VMware Workspace ONE, Jamf Pro, MobileIron) · Expertise in mobile threat defense, mobile application management, and device compliance policies · Experience with endpoint security tools, vulnerability management, and threat detection platforms · Knowledge of enterprise device ecosystems (iOS, Android, Windows, macOS) and security frameworks · Familiarity with automation tools, scripting (PowerShell, Python, Bash), and service management platforms

· Exceptional leadership abilities with experience building and inspiring 10+ person technical teams · Outstanding communication and presentation skills that make complex technical topics accessible and exciting · Customer success obsession with proven ability to drive retention and satisfaction · Project management experience with complex, multi-stakeholder enterprise implementations · Natural collaborator who thrives in fast-paced, cross-functional environments

*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is up to $140,000- $180,000 annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.

Keywords: MDM, MobileDeviceMgmt, Mobility