Job Description Our client seeks a Director of Service Operations to lead customer service excellence. In this pivotal role, you'll oversee the Service Department, managing technical support, troubleshooting issues, and driving daily operations. You'll inspire a motivated team, earn trust across employees and management, and prioritize top-notch customer experiences. The ideal candidate has proven experience managing client relationships and deep knowledge of escalation practices.
You'll leverage your comprehensive understanding of how circumstances impact client relationships across departments, identifying and addressing unsatisfactory client experiences proactively. Strong problem-solving abilities, extensive expertise in delivering exceptional customer services, optimizing ticket management, and implementing robust processes are essential. You'll lead the Help Desk and Field Team Managers, promoting career growth within the service team.

Applicants with proven experience in small/mid-market MSPs or companies under 500 employees will be strongly preferred. Candidates coming exclusively from large enterprise environments are unlikely to be a strong fit for this role. Required Skills & Experience

• 3 years of experience working as a Service Delivery Manager or Director
• Recent experience in small - medium sized companies
• Ability to positively motivate a cross-section of employees.
• Background in IT as you may need to problem solve.
• ITIL Certifications

Desired Skills & Experience

• MSP or Consulting experience
• Excellent and friendly communication skills.
• Experience working as a director.

The Offer

• Bonus eligible

You will receive the following benefits:

• Medical Insurance
• Dental Benefits
• Vision Benefits
• Paid Time Off (PTO)
• 401(k)

Applicants must be currently authorized to work in the US on a full-time basis now and in the future.