Director of Support Services; Chandler, AZ

**** This position is based in our Chandler, AZ office. We can only consider candidates who currently live within a reasonable commuting distance or who are willing to relocate before their start date. Please apply only if you meet this requirement.

ISOutsource (ISO) is a modern technology consulting firm at the forefront of change. We help organizations boost performance, streamline operations, and deliver exceptional service through smarter technology.

Join a profitable, established company serving 500+ clients across the Western U.S. You’ll work in a fun, energetic, fast-paced environment where you’re encouraged to bring ideas, try new things, and keep learning—while staying focused on what matters most: our clients.

We are looking for a Director of Support Services to take full ownership of ISOutsource's On Demand Support (ODS) function — Dispatch, the Support Desk, and Rapid Response. The role exists to consolidate front-line service delivery under a single, accountable leader, raise the quality bar across every client touchpoint, and modernize how ODS creates value for our clients and for the business.

• We areclient centric.
• We are innovative.
• We are results driven.
• We pursue excellence.
• We are trustworthy.
• We empower our team.

• Direct access to management and senior leadership
• Ability to define your niche and grow your career
• Exposure to a wide range of technologies and industries
• Monthly training and career development opportunities
• Collaborative, highly skilled team that shares knowledge
• Tons of room for growth, ISO has a long history of promoting from within.
• Strong emphasis on work/life balance

• Salary range: $160,000–$210,000 (annualized). This includes base and bonus structure.
• Achievable quarterly bonuses.
• Competitive benefits package (medical, dental, vision, life, disability)
• 401(k) + employer match
• Generous paid time off
• Parking and mileage reimbursement
• Stocked office snacks, coffee, and treats (including healthy options)
• Monthly team activities (trivia nights, holiday parties, and more)

• Lead and evolve ISOutsource's On Demand Support (ODS) organization, including Dispatch, Support Desk, and Rapid Response teams.
• Own service delivery performance, ensuring achievement of SLAs, client satisfaction, operational efficiency, and service quality goals.
• Drive the modernization of service delivery through process improvement, workflow optimization, automation, and scalable operating models.
• Build, mentor, and develop high-performing leaders and teams while fostering a culture of accountability, ownership, and exceptional client service.
• Establish operational metrics, quality standards, and reporting to drive continuous improvement and data-driven decision-making.
• Partner closely with Engineering, Security, Account Management, Product, and Project teams to ensure seamless service delivery and client outcomes.
• Lead capacity planning, staffing strategy, resource management, and operational readiness across all support functions.
• Serve as an executive escalation point for major incidents and complex client issues.
• Own ODS budgeting, forecasting, and operational efficiency initiatives while supporting business growth and service innovation.

• Proven success leading and scaling service delivery, support operations, or managed services organizations.
• Strong experience managing SLA-driven, client-facing operations with measurable improvements in quality, efficiency, and customer satisfaction.
• Demonstrated success driving operational transformation, process improvement, and automation initiatives.
• Experience building and developing leadership teams and managing multi-tier support organizations.
• Strong understanding of ITSM best practices, service management frameworks, ticketing systems, and operational reporting.
• Excellent communication and executive presence, with the ability to engage clients, senior leadership, and cross-functional stakeholders.
• Experience managing budgets, forecasting, KPIs, and operational performance.
• MSP or consulting experience strongly preferred.