IT Service Director

Executech; Seattle (WA); On-site; USD 140,000 - 180,000; Full time

Job summary

Executech is seeking a Service Director to lead a technical services team delivering SLA, CSAT, and billable efficiency within a centralized support model. You will coach engineers, drive continuous improvement, and ensure consistent workflow discipline across the team.

This role requires strong people leadership, accountability for performance targets, and effective cross-functional partnership with TAM, Projects, and Security to deliver outstanding client outcomes.

Qualifications

• Experience leading technical teams in an MSP or enterprise IT environment.
• Strong operational awareness with metric-driven management (SLA, CSAT, utilization, efficiency, quality).
• Technical credibility to assess escalations and coach engineers.
• Proven ability to deliver candid coaching and performance management.
• Experience coordinating across cross-functional teams and tooling improvements.

Responsibilities

• Provide people leadership for a defined team (6–10 engineers).
• Own team execution: SLA attainment, queue health, escalation throughput, ticket quality.
• Run a QA program for ticket quality and coaching.
• Manage capacity and workforce planning, including on-call and utilization.
• Own escalation process and post-incident follow-up.
• Drive continuous improvement and partner with cross-functional teams.
• Operate in a metric-driven cadence with weekly and monthly reviews.
• Ensure clean handoffs and client outcomes with TAM/PSM.

Skills

People leadership

Operational metrics

Technical credibility

Performance coaching

Cross-functional collaboration

Job description

Service Director (People Leadership · Execution · Accountability)

Role Summary

The Service Director is accountable for the performance, development, and operational execution of a service team within the centralized support model. This role owns team outcomes (SLA, CSAT, utilization/billable efficiency, and quality), runs coaching and performance management, and ensures consistent workflow discipline, escalation handling, and continuous improvement.

Core Responsibilities

• People leadership for a defined team (typically 6–10 engineers depending on complexity and escalation load): hiring input, onboarding quality, 1:1s, development plans, and performance management.
• Own team execution: SLA attainment, queue health, escalation throughput, and ticket quality.
• Run a QA program for ticket quality and coaching: audits, calibration, feedback loops, and trend remediation.
• Capacity and workforce management: schedule coverage, on-call/after-hours planning (where applicable), utilization and billable-efficiency management.
• Escalation ownership: ensure major incidents are led appropriately, communications are clear, and post-incident follow-up occurs.
• Drive continuous improvement: identify process/tooling gaps, partner with peers and leadership, and deliver improvements that reduce repeat incidents.
• Operate in a metric-driven cadence: weekly performance reviews, monthly calibration, quarterly planning for training/standards.
• Partner cross-functionally with TAM/vCIO, Projects, and Security functions to ensure clean handoffs and client outcomes.

Team Outcome Targets

• SLA compliance: ≥ 90% (rolling 90-day).
• CSAT: ≥ 97% positive (rolling 90-day).
• Billable efficiency: ≥ 85% billable efficiency (rolling 90-day, = 32 hours/week).
• QA program: implement and maintain a scored QA rubric; improve team QA trend over time.

Client Interaction Scope

• Engage clients as needed for escalations, service-impacting issues, and confidence restoration.
• Ensure clients receive timely, plain-language updates during incidents.

Skills & Experience

• Experience leading technical teams in an MSP or enterprise IT environment.
• Strong operational awareness and comfort with metric-driven management (SLA, CSAT, utilization, efficiency, quality).
• Technical credibility: able to assess escalations, coach engineers, and evaluate troubleshooting rigor.
• Ability to deliver candid coaching and performance management with clarity and fairness.
• Comfort owning process/tooling improvements and coordinating across teams.

IMPACT Expectations

• Integrity: lead fairly; address issues directly; maintain transparency and consistency.
• Mindset: focus on continuous improvement of team performance, tools, and execution maturity.
• Passion: maintain urgency around service quality; advocate for team success and client outcomes.
• Accountability: own team results; set clear expectations; hold the line on standards.
• Client-Centric: protect client experience during escalations while keeping clean ownership boundaries with TAMs/PSMs.
• Teamwork: build trust, psychological safety, and cross-team collaboration.