IT Service Director

Executech; Spokane (WA); On-site; USD 110,000 - 150,000; Full time

Job summary

Executech in Spokane, WA seeks a Service Director to lead a technical services team within a centralized support model. You will own team outcomes such as SLA, CSAT, utilization, and quality, and drive coaching, performance management, and workflow discipline across the group.

The role requires strong people leadership, experience with MSP or enterprise IT, and a disciplined, metric-driven approach to continuous improvement.

Qualifications

• 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.

Responsibilities

• People leadership for a defined team (typically 6–10 engineers depending on complexity and escalation load).
• 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, 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.

Skills

People leadership

Operational awareness

Metric-driven management

Technical credibility

Coaching & performance management

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.