IT Service Director
Job in
Spokane, Spokane County, Washington, 99254, USA
Listed on 2026-08-30
Listing for:
Executech
Full Time
position Listed on 2026-08-30
Job specializations:
-
Management
Operations Management, Change Management, Project & Program Management
Job Description & How to Apply Below
Service Director (People Leadership
· Execution
· Accountability)
The Service Director is accountable for the performance, development, and operational execution of a service team within the centralized support model. This role owns team outcomes (SLA, CSAT, utilization/billable efficiency, and quality), runs coaching and performance management, and ensures consistent workflow discipline, escalation handling, and continuous improvement.
Core Responsibilities- People leadership for a defined team (typically 6–10 engineers depending on complexity and escalation load): hiring input, onboarding quality, 1:1s, development plans, and performance management.
- Own team execution: SLA attainment, queue health, escalation throughput, and ticket quality.
- Run a QA program for ticket quality and coaching: audits, calibration, feedback loops, and trend remediation.
- Capacity and workforce management: schedule coverage, on-call/after-hours planning (where applicable), utilization and billable-efficiency management.
- Escalation ownership: ensure major incidents are led appropriately, communications are clear, and post-incident follow-up occurs.
- Drive continuous improvement: identify process/tooling gaps, partner with peers and leadership, and deliver improvements that reduce repeat incidents.
- Operate in a metric-driven cadence: weekly performance reviews, monthly calibration, quarterly planning for training/standards.
- Partner cross-functionally with TAM/vCIO, Projects, and Security functions to ensure clean handoffs and client outcomes.
- SLA compliance: ≥ 90% (rolling 90-day).
- CSAT: ≥ 97% positive (rolling 90-day).
- Billable efficiency: ≥ 85% billable efficiency (rolling 90-day, = 32 hours/week).
- QA program: implement and maintain a scored QA rubric; improve team QA trend over time.
- Engage clients as needed for escalations, service-impacting issues, and confidence restoration.
- Ensure clients receive timely, plain-language updates during incidents.
- Experience leading technical teams in an MSP or enterprise IT environment.
- Strong operational awareness and comfort with metric-driven management (SLA, CSAT, utilization, efficiency, quality).
- Technical credibility: able to assess escalations, coach engineers, and evaluate troubleshooting rigor.
- Ability to deliver candid coaching and performance management with clarity and fairness.
- Comfort owning process/tooling improvements and coordinating across teams.
- Integrity
: lead fairly; address issues directly; maintain transparency and consistency. - Mindset
: focus on continuous improvement of team performance, tools, and execution maturity. - Passion
: maintain urgency around service quality; advocate for team success and client outcomes. - Accountability
: own team results; set clear expectations; hold the line on standards. - Client-Centric
: protect client experience during escalations while keeping clean ownership boundaries with TAMs/PSMs. - Teamwork
: build trust, psychological safety, and cross-team collaboration.
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