IT Service Delivery Director

Executech; Spokane Valley (WA); On-site; USD 140,000 - 200,000; Full time

Job summary

Executech is seeking a Service Director to lead a technical service team, drive performance, and ensure operational excellence within a centralized support model. This role owns outcomes such as SLA, CSAT, utilization, and quality, while coaching engineers and managing escalation processes to safeguard client outcomes.

The position emphasizes continuous improvement, cross-functional collaboration with TAM/vCIO, Projects, and Security, and a metric-driven cadence for weekly reviews and quarterly

Qualifications

• Experience leading technical teams in an MSP or enterprise IT environment.
• Proven ability to manage SLA, CSAT, utilization, and quality metrics.
• Strong coaching, feedback, and performance management skills.

Responsibilities

• Lead a 6–10 engineer team, including hiring input, onboarding, 1:1s, development plans, and performance reviews.
• Own team execution: SLA attainment, queue health, escalation throughput, and ticket quality.
• Run a QA program with audits, calibration, and trend remediation.
• Manage capacity, scheduling, on-call planning, and billable efficiency.
• Own escalations and ensure clear communications during incidents.

Skills

People leadership

Operations management

SLA/CSAT metrics

Coaching & performance

MSP/enterprise IT

Escalation handling

Cross-functional collaboration

Quality assurance

Capacity planning

Job description

Executech is seeking a Service Director to lead a technical service team, drive performance, and ensure operational excellence within a centralized support model. This role owns outcomes such as SLA, CSAT, utilization, and quality, while coaching engineers and managing escalation processes to safeguard client outcomes.

The position emphasizes continuous improvement, cross-functional collaboration with TAM/vCIO, Projects, and Security, and a metric-driven cadence for weekly reviews and quarterly