Director of Technical Services

We are partnering with a fast-growing Managed Services Provider seeking a Director of Technical Services to lead and scale their technical support operations. This role is ideal for a seasoned IT leader who enjoys mentoring engineers, improving service delivery processes, and building a high-performing service desk team. While this is primarily a leadership and operational role, a strong technical background is important to support escalations and guide the team when needed.

• Lead and manage the Service Desk and technical support teams, including hiring, coaching, and performance management
• Oversee daily ticket flow, workload distribution, and escalation management
• Ensure SLAs and KPIs are met while maintaining high levels of customer satisfaction
• Develop, document, and improve operational processes and best practices
• Partner with project managers and account managers to support client initiatives and technology roadmaps
• Act as an escalation point for complex technical and client-facing issues
• Drive continuous improvement in service delivery, automation, and tool usage
• Ensure proper documentation of systems, procedures, and client environments
• Support incident response, root cause analysis, and problem management efforts
• Help define training plans and professional development paths for engineers

• 5+ years of experience in IT support or managed services environments
• 2+ years in a leadership or management role (Service Desk Manager, Technical Lead, or similar)
• Strong understanding of MSP operations, ticketing systems, and ITIL-style service delivery
• Experience managing SLAs, escalations, and customer expectations
• Background in modern MSP technology stacks, including
  
  Microsoft 365, Intune, and Active Directory
• Networking technologies (Cisco, Aruba, or similar)
• Firewalls and security platforms (Watch Guard, Fortinet, or similar)
• Backup and Disaster Recovery (BDR) solutions
• Ability to mentor and develop engineers at multiple skill levels
• Excellent communication and client-facing skills
• Experience working in a fast-paced, multi-client environment

If this sounds like a good fit, apply now!