Director, Managed Services — Voice & Onboarding Leader

Segra; Waynesboro (VA); Hybrid; USD 116,000 - 145,000; Full time

Benefits offered by this job

Medical coverage

Dental & Vision

Life insurance

401(k) match

FSA/HSA

Tuition reimbursement

Gym reimbursement

Paid time off

Holidays

Parental leave

Identity theft protection

Job summary

Segra is seeking a qualified Director, Managed Services - Voice & Services to lead escalation and onboarding across Voice, SD-WAN, and Security in a hybrid role. The position requires executive-level oversight of multiple teams and a strong focus on reliable service delivery.

You will partner with engineering, operations, and customer experience to resolve complex incidents, scale onboarding, and drive continuous operational improvements.

Qualifications

• Minimum 10 years of experience in telecommunications, managed services, or technology operations.
• Proven leadership of escalation teams and/or onboarding organizations.
• Strong background in voice services (UCaaS, SIP, SBCs, call routing).
• Experience supporting multi-product managed services environments (voice, networking, security).
• Bachelor's degree in information technology or information systems.

Responsibilities

• Lead escalation and onboarding teams across Voice, SD-WAN, and Security.
• Own outcomes for resolving high-severity service issues and scalable onboarding.
• Provide executive escalation interface for high-impact customer issues.
• Collaborate with engineering, operations, and customer experience to improve delivery.
• Drive continuous operational improvement.

Skills

Technical leadership

Escalation management

Voice technologies

Cross-functional leadership

Executive communication

Data-driven decisions

Education

Bachelor's degree in IT / IS

Job description

Segra is seeking a qualified Director, Managed Services - Voice & Services to lead escalation and onboarding across Voice, SD-WAN, and Security in a hybrid role. The position requires executive-level oversight of multiple teams and a strong focus on reliable service delivery.

You will partner with engineering, operations, and customer experience to resolve complex incidents, scale onboarding, and drive continuous operational improvements.