IT Service 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

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.