What are the responsibilities and job description for the Director of Service position at TECHNOLOGY LAB, LLC?
Title: Director of Service
Date: October 20, 2026
Status: Full Time – Exempt – Hybrid
Reports to: Vice President of Service
Direct Reports: 3 Regional Pod Managers (West, Central, and Florida)
Team Size: 40 technicians across three regional pods
Location: Nashville, TN office – on site during ramp-up, then 3 to 5 days per week
Travel: Less than 10% (primarily annual pod team events)
Job Summary
The Director of Service leads day-to-day service delivery for Technology Lab’s technician organization, supporting K-12 schools across the country. Through three regional pod managers, this leader is responsible for consistent, high-quality support across every pod, with client satisfaction (CSAT) as the key measure of success.
This role builds on a strong service culture and track record of high client satisfaction, and is designed to carry that standard forward as the company grows into a fourth pod and new markets. The position requires a leader who develops managers, brings technical credibility, and plans ahead of the school calendar so the team is ready for peak summer volume.
Responsibilities
Service Delivery Operations
• Lead service delivery across all three pods with consistency, accountability, and clear visibility into performance.
• Plan staffing and process ahead of the summer season, when the school calendar drives peak volume.
• Learn the core platform (PSA) and how it works on the back end, and clearly communicate what Service needs from other teams.
Client Satisfaction & Escalations
• Own CSAT as the key Service KPI; analyze trends and drive every pod to meet and exceed goal.
• Serve as the escalation point for client relationship managers and complex client situations, and build an escalation model that empowers pod managers to resolve most issues at their level.
Team Leadership & Development
• Coach and support the pod managers as they lead and develop their technicians.
• Partner with the VP of Service and HR to build a formal career and development path for the pod manager level.
• Bring the technical credibility to coach the team and identify opportunities for process and training improvements.
Cross-Team Partnership & Growth
• Partner with the Director of Projects to ensure smooth onboarding handoffs so new schools are fully supported from day one.
• Help shape how Service scales into a fourth pod and new markets.
• Contribute to organizational success by accepting new assignments, helping team members, and striving to improve team results.
Requirements and Qualifications
• MSP service delivery leadership experience, including managing managers over a sizable technician team.
• Experience scaling service delivery at an MSP through a period of fast growth.
• Proven track record of improving CSAT and overall service performance.
• Experience leading distributed or regional teams.
• Technical depth sufficient to coach technicians and identify process and training opportunities.
• Strong command of PSA tools and service metrics, including CSAT, SLA attainment, response and resolution time, and backlog.
• Comfortable owning client escalations while remaining calm and professional.
• Must live in the Nashville area; on site full time during the first 90 days to 6 months.
Preferred
• NOC or 24x7 operations experience.
• K-12 or education-sector experience (MSP experience is weighted more heavily).
Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.