Director of IT Service

Description

• Managed IT Service Delivery
• Drive continuous improvement: workflow optimization, SOPs/runbooks, QA programs, and appropriate tooling/process controls for monitoring operations.
• Provide leadership for the centralized services function responsible for shared infrastructure/platform reliability and standardization.
• Align service delivery with sales/account leadership, security, and project delivery to improve retention, reduce risk, and increase client health.
• Establish clear expectations and measurable team goals tied to service outcomes.
• Directly manage managers (Service Manager, Infrastrucutre Manager, CCTV Manager) and support leadership development across the service organization.
• Lead the CCTV monitoring operation through the CCTV Manager: staffing models, training, escalation workflows, and performance KPIs.
• Serve as an executive escalation point for high-impact incidents and customer issues.
• Oversee day-to-day service delivery performance: SLAs, response/resolution times, ticket aging, escalations, and customer satisfaction.
• Drive incident management, root-cause analysis, and problem management to reduce repeat issues.
• Ensure dispatch/triage and queue management are consistent, efficient, and aligned to priorities.
• Build a culture of accountability, documentation, continuous improvement, and customer-focused delivery.
• Establish operational standards for uptime, change management, patching, maintenance windows, monitoring/alerting, and service health reporting.
• Own hiring plans, onboarding/training, performance management, and capacity planning across service lines.
• Ensure monitoring quality, response procedures, and incident documentation meet internal standards and client expectations.
• Ensure ticket quality and operational hygiene in the PSA (process adherence, reporting, accurate time entry).
• CCTV Monitoring
• Partner with Projects/Professional Services to ensure clean handoffs, documentation completeness, and production readiness.
• Own the service organization’s strategy, operating cadence, and multi-quarter roadmap (people, process, tooling, and standards).
• Lead weekly/monthly performance reviews across divisions and ensure consistent execution across dispatch, escalations, and communications.

Requirements

• Strong experience in MSP service operations (dispatch, escalations, SLAs, ticket lifecycle, process maturity).
• Demonstrated ability to run operational teams using KPIs and continuous improvement methods (ITIL-aligned experience a plus).
• 8–12+ years in IT operations/service delivery, including senior leadership experience (managing managers or multi-team functions).
• Experience overseeing 24/7 or monitoring-style operations (ideal for CCTV division leadership), including SOPs, QA, incident response, and training programs.
• Excellent communication skills—calm, clear, and effective with clients and internal stakeholders during escalations.
• Familiarity with PSA-driven service operations.

Benefits

• Generous Referral Program
• Fun & collaborative company culture with lots of team building events
• Benefits include company-paid extended health care, dental care, vision care, life insurance, critical illness, and critical life insurance.
• Competitive pay & a Comprehensive Benefits Package.
• Annual Education Allowance
• Local discounts to restaurants, clothing stores, personal training, and more
• Friends and Family rates for hospitality brands.
• Free access to a fully equipped gym

Training + Development

Interview process

Visa Sponsorship

Security clearance