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
• Promote best practices related to industrial networking, infrastructure, cybersecurity, and OT system lifecycle management
• Support the development of technical standards and service delivery methodologies
• Collaborate 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 relationships
• Partner with sales and account management teams to identify and pursue new opportunities
• Help develop pricing strategies, service packages, and go-to-market initiatives
• Support proposal development and participate in customer presentations when appropriate
• Build a culture focused on growth, accountability, and customer success

Team Leadership

• Recruit, develop, mentor, and retain high-performing team members
• Foster a culture of ownership, innovation, and continuous improvement
• Build leadership capabilities within the Support and OT organizations
• Drive employee engagement and professional development

REPORTING STRUCTURE

• This position reports directly to the President
• Support Manager will be a direct report
• OT Systems Lead will be a direct report

REQUIRED EDUCATION AND EXPERIENCE

• 10+ years of leadership experience in a Managed Services Provider (MSP) environment
• Proven track record of growing managed services revenue and profitability
• Experience leading technical service and support organizations
• Strong understanding of service delivery, customer success, and operational excellence
• Experience developing service offerings, pricing models, and growth strategies
• Demonstrated success leading teams through growth and organizational change
• Strong financial and business acumen

PREFERED EDUCATION AND EXPERIENCE

• Experience supporting industrial, manufacturing, or automation environments
• Knowledge of Operational Technology (OT), industrial networking, and cybersecurity
• Experience with recurring revenue business models and service-level agreements
• Familiarity 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 skills
• Customer-focused and relationship-driven
• Collaborative leader who develops people and builds strong teams
• Comfortable making decisions in a fast-paced environment
• Results-oriented with strong accountability

Success Measures

• Growth of recurring managed service revenue
• Support department profitability and customer satisfaction
• Expansion of OT service offerings and market presence
• Team engagement, retention, and development
• Utilization and service delivery performance
• Achievement 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.