Director of Service Delivery

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and cultivate the Reactive Service, Escalated Service, and Service Coordination teams.

• Supervise staffing, manage ticket life cycles, and balance workloads based on role and skill set.

• Take full ownership of ticket escalations from start to finish, utilizing the SLA matrix.

• Manage key performance indicators (KPIs) related to resolution times, customer satisfaction (CSAT), time allocation, and other service metrics.

• Provide weekly reports on service trends and metrics for the Escalated Service to the CEO.

• Maintain the On-Call Escalation rotation and coordinate coverage alongside the Service Desk Manager.

• Develop, update, enforce, document, audit, and enhance service delivery processes.

• Enhance efficiency and safeguard profit margins by overseeing ticket flow, technician focus, billable hours, and the management of excessive tickets.

• Collaborate with the projects team, client account management, and sales departments.

• Conduct and disseminate performance evaluations through Weekly L10s, Quarterly Conversations, and annual reviews.

• Report directly to the COO and aid in scaling service delivery throughout the organization.

⛳️ Requirements

• A minimum of 5 years of experience in IT roles, including hands-on technical work within an MSP or service desk environment.

• At least 3 years in a leadership or supervisory capacity.

• Practical experience with Autotask or a comparable PSA tool.

• Technical expertise in Microsoft 365, Azure/Entra ID, Windows Server, networking fundamentals, and Datto BCDR, or equivalent hands-on experience.

• Outstanding written and verbal communication skills.

• Capability to manage various priorities, resolve conflicts impartially, and proactively address problems.

• Team-oriented attitude and receptiveness to feedback.

• Self-driven and inquisitive.

• Possession of a valid driver’s license and a reliable, insured vehicle.

• Industry certifications are highly desirable, such as those from Microsoft or CompTIA.

• A high school diploma is required.

• A Bachelor’s degree in a related field is preferred.

🏝️ Benefits

• Bonus structure linked to individual and departmental KPIs — up to 4% quarterly plus an additional 5% annually.

• Medical, Dental, and Vision insurance coverage.

• 401(k) plan with a 4% company match and immediate vesting.

• Generous paid time off (PTO).

• Paid holidays recognized by the company.

• Dedicated PTO for birthdays.

• Two additional floating holidays.

• Monthly stipend for cell phone expenses.

• Engaging events and opportunities for networking with colleagues.

• Investment in AI-powered tools and modern technology.