Director of IT Services

Job Description

Job Description

The Director of IT Services serves as the primary leader of service delivery for IT Managed Services at Van Ausdall & Farrar. This position is responsible for overseeing a dynamic and evolving team of Technicians, including Level 1 and Level 2 Engineers, as well as Full-Time Equivalent (FTE) resources stationed at customer sites.

The Director of IT Services is responsible for ensuring service excellence through effective resource allocation, operational leadership, and achievement of Service Level Agreement (SLA) benchmarks. This role provides strategic direction for the Managed Services organization, including workforce planning, operational improvements, budgeting, service delivery initiatives, and the evaluation of tools and technologies that improve efficiency, scalability, and customer experience.

As a member of the IT leadership team, the Director of IT Services partners with company leadership to identify opportunities to strengthen service delivery, enhance operational performance, and position the organization to support future growth. This is an onsite role reporting to our Indianapolis office.

Benefits

At Van Ausdall & Farrar, we know our people are our most important asset. We offer a competitive and comprehensive benefits package that reflects our commitment to employee well-being and engagement, including:

• Generous Paid Time Off
• 7 paid holidays + 1 floating/personal holiday
• Monthly employee engagement activities
• Paid volunteer time
• Monthly fitness reimbursement
• Tip Lead / Business Referral Incentive Program
• Medical, Dental, and Vision insurance options
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options

What You Have

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong leadership and team development capabilities.
• Ability to function effectively in a fast-paced and at times stressful environment.
• Strong analytical and problem-solving skills with a focus on continuous improvement.

What You'll Do

• Lead and manage a changing team of Technicians, Level 1 Engineers, Level 2 Engineers, and customer-dedicated technical resources.

• Provide strategic leadership for the Managed Services organization, ensuring alignment with company objectives and customer expectations.

• Oversee and administer the Professional Services Automation (PSA) platform (e.g., AutoTask).

• Collaborate with cross-departmental Managers and technical leadership to assist with Level 3 escalations and complex customer issues.

• Manage and optimize the MSP tool stack for performance, scalability, efficiency, and service quality.

• Evaluate and implement tools, technologies, and process improvements that enhance operational efficiency and customer experience.

• Monitor, report, and act on key performance indicators (KPIs) to ensure achievement of service goals, SLA benchmarks, customer satisfaction objectives, and operational performance targets.

• Ensure proper onboarding, training, mentoring, and ongoing professional development of IT Services team members.

• Conduct performance reviews, provide coaching and feedback, and manage employee performance and productivity.

• Lead workforce planning efforts, including staffing forecasts, organizational development, succession planning, and resource allocation.

• Participate in the annual budgeting process for resource planning, staffing, departmental expenses, and technology investments.

• Manage vendor support contracts and oversee the evaluation, renewal, and optimization of technology and service providers.

• Develop and maintain operational standards, procedures, and best practices that promote consistency and service excellence.

• Monitor service delivery trends and proactively identify opportunities to improve processes, efficiency, and customer outcomes.

• Partner with Sales, Professional Services, and Executive Leadership to support customer retention, business growth initiatives, and operational readiness for future opportunities.

• Lead or support special projects and strategic initiatives as assigned.

• Serve as a senior technical and operational resource for the IT Services team.

What You'll Bring to the Role

• Minimum 10 years of progressive leadership experience within a Network Operations Center (NOC), Managed Services Provider (MSP), Service Desk, or similar technical service environment.

• Bachelor's degree preferred, or an equivalent combination of education, industry certifications, and relevant experience.

• Demonstrated proficiency with Professional Services Automation tools (AutoTask certification preferred).

• Proven ability to lead, coach, develop, and retain high-performing technical teams.

• Experience managing service delivery operations, technical resources, and customer support functions in a fast-paced environment.

• Demonstrated success driving operational improvements, process enhancements, and service delivery excellence.

• Experience with budgeting, workforce planning, vendor management, and departmental performance metrics preferred.

• Strong communication skills—both written and verbal—with the ability to build relationships across departments and levels of the organization.

• Excellent time management, organizational, and prioritization skills.

• Customer-first mindset with a commitment to service quality, accountability, and continuous improvement.

About VAF

Founded in 1914, Van Ausdall & Farrar is Indiana's leading provider of business technology solutions. Our expertise spans cloud services, cybersecurity, managed IT, print/copy solutions, ISP services, voice and video systems, surveillance, and digital document management.

We're a locally owned company with a strong mission: to deliver value-driven technology solutions tailored to each client—backed by world-class customer service and a dedication to making a positive impact in our community.

We are proud to be an Equal Opportunity Employer (EOE). We value diversity and are committed to creating an inclusive environment where every employee feels empowered to contribute and grow. Accommodations for the application or interview process are available upon request—please contact us.

Ready to take your career to the next level?
Apply today and join a team that’s redefining technology solutions for the modern workplace.