IT Service Director: Leader, IT Operations & Quality

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

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.