Director, Technology Service

Cupertino Electric, Inc.; San Jose (CA); Hybrid; USD 135,000 - 248,000; Full time

Job summary

Cupertino Electric, Inc. seeks a Director, Technology Service to lead a unified technology-support function spanning centralized service desk, application support, and field support. You will own the tech experience for all CEI employees across offices, remote work, and active jobsites, reporting to the VP of Information Technology.

This leadership role focuses on customer service excellence, governance, and clear ownership of service commitments, not just ticket volume.

Qualifications

• 15+ years of progressive leadership experience in customer service, service operations, or technology support, including direct people management.
• Demonstrated experience assessing, restructuring, and improving the performance of a support organization.
• Experience designing or operating a multi-tier support model with clear escalation paths and ownership boundaries across technology functions.
• Experience supporting a distributed workforce across office, remote/home, and field-based environments.
• Working knowledge of ITSM fundamentals and metrics (SLA/OLA management, incident management, CSAT/NPS); ITIL familiarity expected.
• Strong executive communication skills and demonstrated ability to partner with senior leadership.
• Ability to operate effectively in a fast-paced, operations-centric environment with minimal tolerance for service disruption.
• Experience in construction, engineering, energy, utilities, or another field-services-intensive industry.
• Experience standing up a hub-and-spoke support model with dedicated field or regional support staff distinct from a centralized service desk.
• Experience implementing experience-level measurement (XLA) or service design methodologies.
• ITIL 4, CCXP, HDI, KCS, Prosci, or Lean Six Sigma certification.
• Prior consulting or interim leadership experience.

Responsibilities

• Define and execute a technology support strategy spanning centralized, application, and field support.
• Establish technology support as a disciplined service function with clear standards, ownership, and accountability.
• Define and gain leadership agreement on a standard multi-tier support model, with documented escalation paths and clear ownership boundaries across CEI's technology teams.
• Assess the current support organization's structure, staffing, skills, and performance, and implement changes needed to close identified gaps.
• Establish a dedicated field-technology support team or sub-lead, structured for jobsite deployment logistics and skills distinct from - but integrated with - centralized office support (hub-and-spoke).
• Build, coach, and hold accountable a team oriented around customer service outcomes and professional standards, including structured performance plans for staff whose service metrics fall short over time.
• Develop capability-building and career development programs for support staff.
• Design differentiated support models for employees working from CEI offices, from home, and on active construction jobsites.
• Establish meaningful, consistently enforced ticket priority definitions, and give employees clear, proactive visibility into the status of their requests throughout the support lifecycle.
• Apply differentiated service-level tiers to reflect work complexity and lifecycle processes.
• Establish experience-based measurement (CSAT, NPS, and structured feedback) alongside SLA metrics.
• Own resolution of escalations and ensure timely, professional follow-through on service commitments.
• Establish processes, governance structure, and reporting metrics for a mature technology support function.
• Build a capacity plan for centralized and field support that scales with CEI's growth.
• Evaluate tools supporting service delivery, ticketing, asset management, and field support.
• Report regularly on service performance and improvement initiatives to executive leadership.
• Partner with the VP of Information Technology and coordinate with operations and project leadership.
• Translate technical issues and their business impact into clear, actionable communication for non-technical stakeholders.

Skills

Leadership

Executive communication

ITIL familiarity

People management

Education

High School Diploma

Bachelor's degree

Master's degree

Job description

Posting Title: Director, Technology Service
Reports To: Vice President, Information Technology
Location: San Jose, CA | Hybrid
Salary Range: $135,000 to $248,000

*This position is eligible for the annual performance bonus plan.

Final determination of a successful candidate's starting pay will vary based on a number of factors, including market location and may vary depending on job-related knowledge, skills, education and experience. The pay scale listed for this position is generally for candidates that meet the specified qualifications and requirements listed on this specific job description. We provide a competitive compensation package that recognizes your experience, credentials, and education alongside a robust benefits program to meet your needs. Our compensation reflects the cost of labor across several US geographic markets.

WHO WE ARE

Since 1954, Cupertino Electric, Inc. (CEI)has been powered by people who've built a reputation for delivering high-profile, complex projects. Real, tangible things that alter the landscape and improve lives. And we've done it with integrity for more than 70 years. We're problem solvers and innovation seekers. We're team players and safety fanatics. And we're proud to be part of Quanta Services (PWR:NYSE), North America's largest employer of skilled craft labor. Because what we do is important, but how wedo it is everything.

THE INFORMATION TECHNOLOGY TEAM

Our projects may be complex, but our approach is simple: We build great things and we do it with great people. Using well-designed processes and controls, integrating smart and reliable solutions, and providing access to the information needed, our IT Team comprised of seasoned and experienced professionals, enable the success of the organization. We do this while minimizing operational and financial impact.

ABOUT THE ROLE

Cupertino Electric is seeking a Director, Technology Service to lead and mature a unified technology support function spanning centralized (service desk) support, application support, and field support. This role owns the technology experience of every CEI employee - across corporate offices, remote and home-based work, and active construction jobsites - and reports directly to the VP of Information Technology.

This is a customer-service leadership role, not a traditional help-desk management role. The successful candidate will bring the discipline, metrics, and accountability of a high-performing customer service organization to technology support and will be measured on the quality of the experience delivered to CEI employees - not solely on ticket volume or SLA compliance. This role is responsible and accountable for technology's customer service team structure, process, and tooling as needed to meet service commitments.

This role offers executive sponsorship and support to build a high performing technology support function worthy of Cupertino Electric's reputation for quality and reliability. The successful candidate will shape how thousands of employees - from corporate offices to active construction jobsites - experience technology support every day.

Strategy & Leadership

• Define and execute a technology support strategy spanning centralized, application, and field support.
• Establish technology support as a disciplined service function with clear standards, ownership, and accountability.
• Define and gain leadership agreement on a standard multi-tier support model, with documented escalation paths and clear ownership boundaries across CEI's technology teams.

Team Leadership & Organizational Design

• Assess the current support organization's structure, staffing, skills, and performance, and implement changes needed to close identified gaps.
• Establish a dedicated field-technology support team or sub-lead, structured for jobsite deployment logistics and skills distinct from - but integrated with - centralized office support (a hub-and-spoke model).
• Build, coach, and hold accountable a team oriented around customer service outcomes and professional standards, including structured performance plans for staff whose service metrics fall short over time.
• Develop capability-building and career development programs for support staff.

Customer Experience Across All Work Environments

• Design and deliver differentiated, fit-for-purpose support models for employees working from CEI offices, from home, and on active construction jobsites - including field-appropriate devices, connectivity, and support channels for jobsite crews.
• Establish meaningful, consistently enforced ticket priority definitions, and give employees clear, proactive visibility into the status of their requests throughout the support lifecycle.
• Apply differentiated service-level tiers to structurally different types of work (e.g., routine device support versus multi-step lifecycle processes such as onboarding or offboarding), so performance reporting reflects true complexity rather than penalizing staff handling harder cases.
• Establish experience-based measurement (CSAT, NPS, and structured feedback) alongside SLA metrics to evaluate service quality from the employee's perspective.
• Own resolution of escalations and ensure timely, professional follow-through on service commitments.

Process, Governance & Metrics

• Establish the processes, governance structure, and reporting metrics required for a mature technology support function.
• Build a capacity plan for both centralized and field support that scales with CEI's ongoing growth - new offices, larger and more complex jobsites, new geographies - rather than reacting after the next volume spike degrades service.
• Ensure service reporting distinguishes genuine customer service performance from automated or system-generated ticket volume, and correct systemic handling failures (e.g., requests closing without resolution while awaiting an approval step).
• Evaluate and recommend tools supporting service delivery, ticketing, asset management, and field support.
• Report regularly on service performance and improvement initiatives to executive leadership.

Stakeholder & Executive Communication

• Partner closely with the VP of Information Technology, and coordinate regularly with operations and project leadership across CEI's business units.
• Translate technical issues and their business impact into clear, actionable communication for non-technical stakeholders

ABOUT YOU

• 15+ years of progressive leadership experience in customer service, service operations, or technology support, including direct people management.
• Demonstrated experience assessing, restructuring, and improving the performance of a support organization.
• Experience designing or operating a multi-tier support model with clear escalation paths and ownership boundaries across technology functions.
• Experience supporting a distributed workforce across office, remote/home, and field-based environments.
• Working knowledge of ITSM fundamentals and metrics (SLA/OLA management, incident management, CSAT/NPS); ITIL familiarity expected.
• Strong executive communication skills and demonstrated ability to partner with senior leadership.
• Ability to operate effectively in a fast-paced, operations-centric environment with minimal tolerance for service disruption.
• Experience in construction, engineering, energy, utilities, or another field-services-intensive industry.
• Experience standing up a hub-and-spoke support model with dedicated field or regional support staff distinct from a centralized service desk.
• Experience implementing experience-level measurement (XLA) or service design methodologies.
• ITIL 4, CCXP, HDI, KCS, Prosci, or Lean Six Sigma certification.
• Prior consulting or interim leadership experience.

MINIMUM QUALIFICATIONS

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education

High School Diploma or Equivalent, Bachelor's, Master's

Licensure/Certifications

N/A

Experience

15+ years of progressive leadership experience in customer service, service operations, or technology support, including direct people management.

PLEASE NOTE

CEI will never ask for any money or financial information from applicants during the hiring process. To learn more about "job scams" how to avoid them, click here.

CEI is a place where every single person can—and does—have an impact on the work we do and the communities we serve. Here, you can build your own story and grow to your full potential. You can collaborate and celebrate with amazing people. And you'll go home every day knowing you helped contribute to important work that shapes people's lives. Our commercial, data center and energy projects may be complex, but our approach is simple. We build great things and we do it with great people.

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department, program or project needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Cupertino Electric, Inc. (CEI) is proud to be an Equal Employment Opportunity and affirmative action employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Cupertino Electric Inc. aims to make cei.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, please contact us at [e-mail] or 1-(877)-747-4CEI.