Director – Managed Services End User Operations

Key Responsibilities

Service Desk Leadership and Delivery
● Lead the Managed Services Service Desk organization, including managers, engineers, and support resources across multiple locations. 
● Build and maintain a high-performing service organization focused on customer satisfaction, responsiveness, quality, and operational excellence.
● Establish clear expectations around service delivery, ticket ownership, communication, escalation, and customer experience.
● Develop and maintain operating processes that improve consistency and scalability across the organization.
● Ensure the team delivers against contractual commitments, service level agreements, and customer expectations.
● Partner with Service Operations and Managed Services leadership to continuously improve customer satisfaction metrics and service outcomes.
Endpoint Operations and Management 
● Own the operational delivery of endpoint management services, including patching, updates, configuration management, and ongoing endpoint health.
● Develop standardized processes for managing customer endpoints at scale.
● Partner with Infrastructure Operations and Managed Services Platforms & Automation teams to improve endpoint monitoring, remediation, automation, and reporting.
● Identify opportunities to improve security, reliability, and efficiency through automation and modern endpoint management practices.
● Ensure endpoint services align with cybersecurity, compliance, and customer requirements.
Building 24/7 Managed Services Capabilities 
● Lead the development and execution of a 24/7 support model using a combination of domestic resources and international resources in Macedonia.
● Define processes, responsibilities, escalation paths, and handoffs required for successful around-the-clock support.
● Create a consistent operating model between domestic and international teams. 
● Ensure customers receive the same level of service regardless of when support is provided.
● Partner with Infrastructure Operations leadership to develop an integrated support model across Service Desk and Infrastructure Operations.
Business Growth and Customer Expansion 
● Partner with Practice Directors, Solution Architects, and Sales teams to support the growth of Managed Services.
● Participate in customer conversations, solution discussions, and service improvement opportunities.
● Understand customer requirements, statements of work, proposals, and service scopes.
● Assist Solutions teams in developing service offerings, statements of work, pricing assumptions, and operational delivery models.
● Identify opportunities to expand services, improve customer outcomes, and increase customer value.
● Support customer retention by ensuring exceptional service delivery.
Operational Improvement and Automation 
● Partner with the Manager of Managed Services Platforms & Automation to identify opportunities to improve efficiency through automation, AI, and technology.
● Help redesign processes to reduce manual effort and improve engineer productivity.
● Drive adoption of tools, processes, and workflows that improve service delivery.
● Use operational data and metrics to identify trends, challenges, and improvement opportunities.
● Promote a culture of continuous improvement throughout the organization.
Leadership and Collaboration 
● Serve as a key member of the Managed Services Leadership Team.
● Work closely with the Director of Infrastructure Operations to provide a unified Managed Services operating model.
● Partner with the Manager of Managed Services Platforms & Automation to ensure tools and processes support business objectives.
● Develop strong relationships with technical teams, customers, sales teams, and practice leaders.
● Build and mentor managers and future leaders within the Service Desk organization.
● Lead organizational change while maintaining strong employee engagement and customer focus. 

Success Metrics

Success in this role will be measured by the ability to build a scalable, high-performing Managed Services operation.
Key measures include:
● Improved customer satisfaction and service experience.
● Strong service level agreement performance.
● Improved ticket resolution times and first-contact resolution.
● Consistent endpoint management and patch compliance.
● Successful implementation of 24/7 support capabilities.
● Improved operational efficiency through automation and process improvements.
● Increased customer retention and expansion opportunities.
● Ability to scale Managed Services growth without proportional increases in staffing.
● Strong employee engagement and development within the Service Desk organization. 

Experience and Qualifications

● 7+ years of experience in IT service delivery, managed services, service desk operations, or similar environments.
● Leadership experience managing service desk, endpoint, workplace technology, or IT operations teams.
● Experience leading teams across multiple locations.
● Strong understanding of Managed Services business models and customer expectations.
● Experience with endpoint management, patching, monitoring, ticketing, and IT operations processes.
● Experience working with PSA, RMM, documentation, and service management platforms.
● Experience with tools such as ConnectWise, Intune, Automox, NinjaOne, Auvik, LogicMonitor, or similar technologies preferred.
● Experience building or supporting 24/7 operations is strongly preferred.
● Ability to understand statements of work, service offerings, and operational requirements.
● Strong communication skills with the ability to work with both technical and business stakeholders.
● Proven ability to improve processes, develop teams, and drive operational change. 

Compensation

Salary range starting at $150,000/yr.