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.
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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.
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Own team execution: SLA attainment, queue health, escalation throughput, and ticket quality.
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Run a QA program for ticket quality and coaching: audits, calibration, feedback loops, and trend remediation.
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Capacity and workforce management: schedule coverage, on-call/after-hours planning (where applicable), utilization and billable-efficiency management.
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Escalation ownership: ensure major incidents are led appropriately, communications are clear, and post-incident follow-up occurs.
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Drive continuous improvement: identify process/tooling gaps, partner with peers and leadership, and deliver improvements that reduce repeat incidents.
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Operate in a metric-driven cadence: weekly performance reviews, monthly calibration, quarterly planning for training/standards.
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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).
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QA program: implement and maintain a scored QA rubric; improve team QA trend over time.
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Engage clients as needed for escalations, service-impacting issues, and confidence restoration.
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Ensure clients receive timely, plain-language updates during incidents.
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Experience leading technical teams in an MSP or enterprise IT environment.
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Strong operational awareness and comfort with metric-driven management (SLA, CSAT, utilization, efficiency, quality).
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Technical credibility: able to assess escalations, coach engineers, and evaluate troubleshooting rigor.
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Ability to deliver candid coaching and performance management with clarity and fairness.
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Comfort owning process/tooling improvements and coordinating across teams.
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Integrity: lead fairly; address issues directly; maintain transparency and consistency.
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Mindset: focus on continuous improvement of team performance, tools, and execution maturity.
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Passion: maintain urgency around service quality; advocate for team success and client outcomes.
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Accountability: own team results; set clear expectations; hold the line on standards.
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Client-Centric: protect client experience during escalations while keeping clean ownership boundaries with TAMs/PSMs.
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Teamwork: build trust, psychological safety, and cross-team collaboration.
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