Director of Operations, Enterprise Services

Position Summary
The Director of Operations, is the senior operational leader of Encore Technologies’ Service delivery organization, accountable for the performance, health, and continual improvement of all service towers within the practice, including Service Desk, the IT Operations Command Center (ITOCC), IT Service Management (ITSM), Workspace Engineering, and Data Analytics. Reporting to the Senior Director, of Services, this role leads through managers and is accountable for the daily execution and long-term operational maturity of the department.

This role is accountable for operations both tactically and operationally. Tactically, it owns the daily execution of service delivery: coverage and staffing, queue and alert health, major incident coordination, escalation management, and service level attainment across all supported clients. Operationally, it owns the systems that make that execution repeatable: process discipline, documentation standards, quality assurance, workforce planning, tooling and platform administration, and the operating cadence that holds each tower accountable to defined metrics.

The Director of Operations operates at the manager level, working directly with tower managers on operational health, capacity, and team performance, while driving continual service improvement that extends into service strategy. This includes shaping service design and delivery models, identifying automation and shift-left opportunities, developing the multi-year maturity roadmap for the department, and preparing the organization to scale as client volume and contractual scope grow.

The role serves as the operational second-in-command to the Senior Director and represents operations in cross-functional, executive, and client-facing forums.

• Service Desk – single point of contact intake, triage, and resolution of incidents and service requests.
• IT Operations Command Center (ITOCC) – 24×7 monitoring, alert response, event management, and major incident coordination.
• IT Service Management (ITSM) – service management platform, process governance, workflow design, and automation.
• Workspace Engineering – endpoint management, imaging, application packaging, and device and workspace lifecycle.
• Data Analytics – operational and client reporting, dashboard development, and metric and data governance.

• Hold end-to-end accountability for day-to-day operations across the Service Desk, ITOCC, ITSM, Workspace Engineering, and Data Analytics functions.
• Ensure service level agreements, service level objectives, and contractual obligations are consistently met across all supported clients.
• Own queue, ticket, and alert health across towers, including intake, triage, assignment, aging, backlog, and reassignment practices.
• Ensure 24×7 operational coverage is maintained through shift schedules, on-call rotations, holiday planning, and contingency staffing.
• Establish and run the departmental operating cadence, including daily stand‑ups, weekly tower reviews, and monthly operational performance reviews.
• Serve as the senior operational escalation point for delivery issues that cannot be resolved at the tower manager level.

• Lead and develop the management team accountable for each service tower within the organization.
• Set clear performance expectations, goals, and metrics for each manager and hold them accountable to tower-level outcomes.
• Coach managers on people leadership, scheduling, escalation handling, coaching conversations, and performance management.
• Ensure consistent application of company policy across towers, including attendance, schedule adherence, timekeeping, and corrective action.
• Own workforce planning across the department, including headcount modeling, role ladder progression, succession planning, and retention strategy.
• Partner with Human Resources on hiring, employee relations matters, compensation actions, and organizational changes.
• Build a culture of accountability, ownership, documentation, and continuous improvement across all towers.
• Serve as a leadership escalation and decision…