Managed Services Practice Lead

Managed Services Practice Lead

DataVox is seeking a Managed Services Practice Lead in Houston!

The ideal candidate has extensive experience in delivering Managed Services solutions to small and mid-market organizations, typically supporting environments between 200 and 1,000 seats.

Before learning more about the position, let us tell you a bit more about who we are! DataVox has been serving customers for over 30 years with our advanced technology solutions. We specialize in Data Center & Network Technologies, IT Support Services, Network Cabling, Audio Visual Solutions, Physical Security & Phone Systems. We are committed to being the best technology partner and ensure the highest level of expertise and quality service by having people like you on our team.

Benefits that Support You and Your Family

DataVox offers a comprehensive and competitive benefits package designed to support you at every stage of life:

• Health, Dental & Vision Insurance
• Company-Paid Life Insurance & Long-Term Disability Insurance
• Matching 401(k) and Roth Retirement Plans
• Sponsored 529 College Savings Plan
• Professional Development Reimbursement
• Paid Vacation, Sick Time & Company Holidays
• Mileage & Phone Reimbursement
• Annual Health & Wellness Fairs
• Sustainable Business Practices

A Culture That Brings People Together

At DataVox, our culture is rooted in connection, collaboration, and a deep sense of community. We believe in recognizing our people, investing in their growth, and creating meaningful moments throughout the year. Here’s just a glimpse of what makes our workplace special:

• An Encouraging Environment centered on upskilling and career growth
• Team & Company Events (Virtual & In-Person) like ice cream socials, tailgate events, Astros and Rangers watch parties and many other events throughout the year.
• Employee Appreciation Days & Holiday Celebrations recognizing the value of every team member with employee spotlights and celebrating the small things (like national carrot cake day!)
• A Dedicated Employee Engagement Committee focusing on fostering community through internal events, appreciation drives, and local nonprofit support
• Endless Opportunities to Connect from themed days to collaborative initiatives, we encourage everyone to get involved and make their mark

At DataVox, we’re not just coworkers, we’re a team that lifts each other up and grows stronger together.

What You’ll Do:

• Own portfolio profitability—set margin goals, track cost of service (labor, tools, vendor pass-through), and lead actions to improve utilization, rate realization, and contract health.
• Operational oversight for service delivery—provide governance to the Managed Services Operations team to ensure the services delivered match what was designed/sold; monitor SLAs, CSAT, backlog/aging, and change controls; drive corrective actions when variances occur.
• Manage the renewal process—establish playbooks and cadences for term tracking, QBR inputs, and proactive expansion/cross-sell; partner with AMs to mitigate churn risk and protect ARR/GM.
• Oversee quotes, scopes, and SOWs—review and approve scope definition, assumptions, service catalogs, and deliverables; ensure proposals/SOWs map precisely to our standardized offerings and margin targets.
• Define and own MSP service offerings and packages—craft tiered bundles, pricing guardrails, SLAs/OLAs, and onboarding/transition playbooks that align to our target customer profiles and growth strategy.

We are seeking a results-driven, strategic, and highly organized Managed Services Practice Lead to oversee and optimize our managed services operations. This key role will drive the Managed IT Services sale strategy, operational functions, vendor relationships, and collaborate with internal teams to drive business growth.

The ideal candidate should possess a demonstrated history of effectively managing a Managed IT Services operations team, consistently delivering exceptional customer service and achieving profitable results.

• Lead and oversee the daily activities of the Managed IT Services team, ensuring alignment with company goals and client expectations.
• Drive strategic initiatives and maximize sales activities, refine our go-to-market strategy, and collaborate with Account Managers (AMs) on proposals for Managed IT.
• Monitor and track sales progress, following up with AMs to ensure timely closure of opportunities and maintaining a pipeline for future business.
• Develop and execute sales strategies, pricing, and sales forecasts to ensure consistent revenue growth.
• Manage escalations related to customer service, billing, and operational issues to ensure prompt and effective resolutions.
• Review and approve Purchase Orders, quotes, and commission requests, ensuring accuracy and validity of all sales opportunities.
• Engage with internal teams and key vendors (e.g., Connectwise, Kaseya, Datto, Sophos,) to review opportunities, pipeline, and performance.
• Manage vendor relationships, negotiate better terms, and oversee invoice renewals and approvals.
• Qualify new vendors and develop strategic partnerships
• Continuously assess and improve labor resources and contribute to the overall growth and strategic direction of the business unit.

Who You Are:

• Financial and commercial acumen—able to model pricing/packaging, interpret P&L and contract GM, and make data-driven decisions to improve profitability across the managed services portfolio.
• Hands-on experience with IT service delivery tools, processes, and procedures—e.g., ITSM/PSA/RMM platforms, incident/change/problem management, asset/CMDB, patching, monitoring, and run-book/KB governance.
• Deep knowledge of IT infrastructure and cybersecurity—networks, endpoints, identity, cloud, backup/DR, threat protection, and compliance considerations; strong understanding of the technology and the MSP industry landscape.
• Proven track record in Managed IT Operations, with the ability to manage multiple priorities.
• Possess exceptional time management skills, have a high attention to detail.
• Assess sales data and financial metrics to develop actionable insights and make strategic decisions.
• Team player with excellent communication skills and enjoy working across departments and with vendors to drive success.
• Be a solutions-oriented problem solver with the ability to resolve complex customer challenges.
• Thrive in a fast-paced environment, always looking for ways to improve processes and drive business growth.
• Previous experience with MIT (Managed IT) required.

Does this sound like you? Then what are you waiting for? Scroll down and apply!

Physical Demands:

Work involves standing, talking, hearing, using hands and fingers, handle, feel or operate objects like a laptop, cell phone, or controls and reaching with hands and arms. The employee is frequently required to walk, sit, balance, stand, and drive. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee will need the ability to uphold stress of daily travel. Regular, predictable attendance is required, including hours as business demands dictate. Light to moderate lifting is required.