Director, Managed Services: Voice & Escalations Leader

Segra; Lincoln (NE); Hybrid; USD 116,000 - 145,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life insurance

401(k) match

Flexible Spending/Health Savings Accts

Tuition and gym reimbursements

Vacation/PTO, paid holidays, floating/

Volunteer days, parental leave

Legal, accidental, hospital indemnity,

Job summary

Segra is seeking a Director of Managed Services - Voice & Services to lead escalation and onboarding for voice, SD-WAN, and security across our Managed Services portfolio. This role drives executive-level delivery and continuous improvement, coordinating engineering, operations, and customer experience.

The position is hybrid, requiring three days in an office and two days remote weekly, with a Bachelor's in technology and a strong track record in UCaaS, SIP, and multi-product managed services.

Qualifications

• Minimum of 10 years in telecommunications, managed services, or tech operations.
• Proven leadership of technical escalation teams and onboarding organizations.
• Strong background in voice services (UCaaS, SIP, SBCs, call routing).
• Experience supporting multi-product managed services environments (voice, networking, security).
• Experience leading managers and senior technical staff.

Responsibilities

• Oversee escalation and onboarding for voice and services across Managed Services.
• Lead multiple teams and team leads to ensure high-quality service delivery.
• Provide executive escalation interface for critical issues.
• Drive process improvement and operational efficiency.

Skills

Technical escalation leadership

Onboarding leadership

Voice technologies

Cross-functional leadership

Executive communication

Education

Bachelor's degree in IT/IS

Tools

SIP

SBCs

UCaaS

Job description

Segra is seeking a Director of Managed Services - Voice & Services to lead escalation and onboarding for voice, SD-WAN, and security across our Managed Services portfolio. This role drives executive-level delivery and continuous improvement, coordinating engineering, operations, and customer experience.

The position is hybrid, requiring three days in an office and two days remote weekly, with a Bachelor's in technology and a strong track record in UCaaS, SIP, and multi-product managed services.