IT Service Director

Service Director(People Leadership · Execution · Accountability)Role SummaryThe Service Director is accountable for the performance, development, and operational execution of a service team within the centralized support model. This role owns team outcomes (SLA, CSAT, utilization/billable efficiency, and quality), runs coaching and performance management, and ensures consistent workflow discipline, escalation handling, and continuous improvement.Core ResponsibilitiesPeople leadership for a defined team (typically 6–10 engineers depending on complexity and escalation load): hiring input, onboarding quality, 1:1s, development plans, and performance management.Own team execution: SLA attainment, queue health, escalation throughput, and ticket quality.Run a QA program for ticket quality and coaching: audits, calibration, feedback loops, and trend remediation.Capacity and workforce management: schedule coverage, on-call/after-hours planning (where applicable), utilization and billable-efficiency management.Escalation ownership: ensure major incidents are led appropriately, communications are clear, and post-incident follow-up occurs.Drive continuous improvement: identify process/tooling gaps, partner with peers and leadership, and deliver improvements that reduce repeat incidents.Operate in a metric-driven cadence: weekly performance reviews, monthly calibration, quarterly planning for training/standards.Partner cross-functionally with TAM/vCIO, Projects, and Security functions to ensure clean handoffs and client outcomes.Team Outcome TargetsSLA compliance: ≥ 90% (rolling 90-day).CSAT: ≥ 97% positive (rolling 90-day).Billable efficiency: ≥ 85% billable efficiency (rolling 90-day, = 32 hours/week).QA program: implement and maintain a scored QA rubric; improve team QA trend over time.Client Interaction ScopeEngage clients as needed for escalations, service-impacting issues, and confidence restoration.Ensure clients receive timely, plain-language updates during incidents.Skills & ExperienceExperience leading technical teams in an MSP or enterprise IT environment.Strong operational awareness and comfort with metric-driven management (SLA, CSAT, utilization, efficiency, quality).Technical credibility: able to assess escalations, coach engineers, and evaluate troubleshooting rigor.Ability to deliver candid coaching and performance management with clarity and fairness.Comfort owning process/tooling improvements and coordinating across teams.IMPACT ExpectationsIntegrity: lead fairly; address issues directly; maintain transparency and consistency.Mindset: focus on continuous improvement of team performance, tools, and execution maturity.Passion: maintain urgency around service quality; advocate for team success and client outcomes.Accountability: own team results; set clear expectations; hold the line on standards.Client-Centric: protect client experience during escalations while keeping clean ownership boundaries with TAMs/PSMs.Teamwork: build trust, psychological safety, and cross-team collaboration.SummaryLocation: Seattle, WA, United StatesType: Full TimeExperience: Senior Manager/Supervisor