Director, Managed Services – Voice & Security (Hybrid)

Segra; Knoxville (TN); Hybrid; USD 116,000 - 145,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision

Life Insurance

401(k) Match

FSA/HSA

PTO & Holidays

Volunteer Days

Legal & Identity Protection

Pet Insurance

Job summary

Segra is seeking a Director of Managed Services - Voice & Services to lead escalation, onboarding, and service delivery across voice, SD-WAN, and security. The role is hybrid, requiring three days in an office and two remote days each week, with executive visibility into high-impact issues.

You will manage multiple teams and report to senior leadership. The ideal candidate brings 10+ years in telecom or managed services, deep voice tech background, and a track record of cross-functional

Qualifications

• At least 10 years of experience in telecommunications, managed services or technology operations.
• Experience leading managers and senior technical staff.
• Strong background in voice services (UCaaS, SIP, SBCs, call routing).
• Experience supporting multi-product managed services environments (voice, networking, security).
• Bachelor's degree or equivalent experience in IT/related field.

Responsibilities

• Oversee technical escalation for all voice services and onboarding across Voice, SD-WAN and Security.
• Provide executive escalation interface for high-impact customer and platform issues.
• Lead multiple teams and team leads across escalation and onboarding functions.
• Drive continuous operational improvement and predictable, high-quality service delivery.

Skills

Leadership of escalation teams

Executive communication

Data-driven decisions

Cross-functional leadership

Root-cause analysis

Calm under high-severity events

Education

Bachelor's degree in IT / information systems

Job description

Segra is seeking a Director of Managed Services - Voice & Services to lead escalation, onboarding, and service delivery across voice, SD-WAN, and security. The role is hybrid, requiring three days in an office and two remote days each week, with executive visibility into high-impact issues.

You will manage multiple teams and report to senior leadership. The ideal candidate brings 10+ years in telecom or managed services, deep voice tech background, and a track record of cross-functional