Managed IT Services Director

McI Director

The MCI Director leads El Salvador's Managed IT, Cloud, and Infrastructure practice, overseeing both internal operations and external client delivery. This dual role combines people leadership with service excellence, ensuring that MCI teams provide reliable, secure, and innovative technology solutions to clients while aligning with RSM's global strategy.

The MCI Director is accountable for growing the practice, guiding the team, and embedding RSM's culture and values into all client and internal interactions.

This role strengthens RSM's Managed IT Services (MITS) capability by leading the El Salvador-based offshore MITS team within the Shared Services Solution Set, a core component of MITS that includes 24x7 Tier 1, Tier 2, and Tier 3 support, back-office operations, and onboarding services. The Director will oversee team performance and development while ensuring alignment with the broader Client Service Desk (CSD) framework. This includes driving ITIL-based process consistency, optimizing ServiceNow usage, and integrating cloud, infrastructure, and endpoint operations across shifts, teams, and geographies to deliver cohesive, high-quality managed services at scale.

The MCI Director plays a direct role in supporting our clients by fostering clear communication, anticipating their needs, and ensuring a seamless service experience across our global delivery model. This client-focused leadership strengthens confidence in our operations and reinforces the reliability and consistency clients expect from RSM's managed services.

Responsibilities:

Foundation & Leadership Presence

• Model RSM's 5 Cs (Curiosity, Courage, Collaboration, Caring, Critical Thinking) in all leadership and client interactions.
• Serve as a culture champion, building a cohesive and collaborative environment where MCI professionals thrive.
• Promote inclusion and authenticity by valuing varied perspectives in decision-making and solution design.

Team Leadership & Development

• Lead, mentor, and develop the MCI team in El Salvador, fostering technical excellence and professional growth.
• Actively participate in recruiting and onboarding MCI professionals, ensuring alignment with Firm values and client delivery expectations.
• Encourage innovation and continuous learning in areas such as cloud adoption, infrastructure, and managed IT services.

Delivery & Client Service

• Oversee delivery of Managed IT, Cloud, and Infrastructure services to clients, ensuring service quality, timeliness, and compliance with contractual obligations.
• Act as an escalation point for client relationships, demonstrating technical and leadership expertise in resolving challenges.
• Collaborate with US and El Salvador client service teams to scope, design, and deliver technology solutions that address client needs.
• Ensure alignment of service delivery with RSM's First-Choice Advisor culture and global standards.

Performance & Career Alignment

• Manage performance requirements to maintain a qualified and engaged MCI team, aligning career opportunities with individual aspirations.
• Review and ensure quality of deliverables, both internal and client-facing, across MCI projects and initiatives.
• Drive operational excellence through metrics, KPIs, and governance frameworks.

Integration & Reporting

• Serve as liaison between El Salvador's MCI practice and RSM US MCI leadership.
• Report on practice performance, client delivery metrics, and growth opportunities to US and El Salvador leadership.
• Ensure integration of global best practices in managed IT and cloud services into local operations and client engagements.

Skills and Experience

A successful candidate will have attention to detail and organization skills. The candidate must be able to adapt and learn quickly and be able to work independently as well as with a team. Candidates should demonstrate a willingness to go the extra mile for the team's success. They will be a leader, problem solver, creative thinker, and interested in learning.

Basic Qualifications

• Bachelor's or Master's degree in Information Technology, Computer Science, Engineering, or related field.
• 10+ years of leadership experience in IT service delivery, managed services, or cloud/infrastructure roles.
• Demonstrated success in both people leadership and client service delivery.
• Expertise in IT governance, cloud platforms (Azure, AWS, GCP), and infrastructure management.
• Strong project and service delivery management skills, including experience with SLAs, KPIs, and client satisfaction metrics.
• Excellent organizational and detail-oriented skills, with the ability to adapt quickly and manage multiple priorities.
• Strong analytical and troubleshooting capabilities, with proven experience managing complex IT delivery projects.
• Ability to balance technical expertise with business acumen and client relationship management.
• Creative thinker and problem solver, resilient in fast-paced and high-growth environments.
• Assertive, decisive, and effective at prioritizing while maintaining focus on client and team outcomes.
• Passionate about leveraging technology to drive efficiency, security, and innovation for clients and the Firm.
• Builds trust, demonstrates integrity, and consistently promotes collaboration across teams and geographies.
• Excellent bilingual communication skills (English & Spanish).

RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Salvadoran Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at careers@rsmus.com.