Director of I.T. Service and Support

Constellation Search Group provided pay range

This range is provided by Constellation Search Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$/yr - $/yr

Constellation Search Group is looking for a Director of IT Service & Support for a full‑time direct hire position. This role involves leading the service desk and support organization, driving disciplined service delivery, technical escalation management, and maintaining operational consistency for all managed services customers. The Director ensures seamless coordination between engineering, operations, security, and customer‑facing teams while scaling the organization through efficient processes and frameworks.

This position also oversees the entire customer lifecycle, including onboarding, migrations, upgrades, and offboarding support, acting as the highest escalation point for client environments.

• Lead the service desk and support organization to ensure disciplined service delivery and manage technical escalations effectively.
• Maintain operational consistency across all managed services customers.
• Coordinate interdepartmental efforts to align engineering, operations, security, and customer‑facing teams seamlessly.
• Scale the organization through systematic processes, workflows, and operational frameworks to enhance efficiency and customer experience.
• Oversee onboarding, migrations, upgrades, and offboarding support to ensure precise and minimally disruptive lifecycle activities.
• Manage large teams, handle complex escalations, and enforce service policies to safeguard business continuity and data security.
• Serve as the highest escalation point for client environments.

• 10+ years of progressive experience in IT service delivery, technical support, or managed services environments, with at least 5 years in a leadership role.
• Proven experience managing large, multi‑tier service desk or support operations in a 24x7 or high‑availability environment.
• Successful in designing, implementing, and scaling systematic processes, workflows, and operational frameworks (e.g., ITSM, ITIL, ISO, or other enterprise models).
• Hands‑on involvement in complex technical escalations involving cloud, virtualization, networking, security, and end‑user computing technologies.
• Experience overseeing customer lifecycle activities in multi‑tenant or hosted environments.
• Track record of cross‑functional alignment with engineering, security, operations, and customer success teams.
• Experience leading organizational change and capability‑building initiatives.
• Strong background in KPI development, operational reporting, and data‑driven decision‑making.
• Knowledge of compliance, security, and business continuity standards relevant to cloud‑managed service providers.
• Ability to mentor and retain high‑performing technical teams while fostering accountability and a customer‑centric culture.
• Experience with operational support platforms like Zendesk, Ring Central (EX and CX), Asset Tiger, Trello, and similar applications.

A comprehensive benefits package is provided including medical, dental and vision coverage along with a retirement savings plan.

Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location.

We are deeply committed to building a diverse and inclusive team. We believe that different backgrounds and life experiences make our team better. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.

Mid‑Senior level

Full‑time

Other and Information Technology

IT Services and IT Consulting