Director of IT Services

Benefits: Medical, Dental, and Vision insurance, group term life insurance, employee stock option program, cell phone allowance, and additional performance-based compensation opportunities.

ROLE & RESPONSIBILITIES

We are seeking a Director of IT Services for a growing managed services provider supporting mid-market and enterprise clients. This is an excellent opportunity for a senior IT operations leader with managed services experience looking to drive service delivery excellence, lead a cross-functional team, and shape the operational direction of a scaling technology services organization.

Partner with the VP of Technology and COO to provide technical and strategic leadership across key IT services supporting continued growth with mid-market and enterprise clients

Oversee service delivery across Desktop Support, Infrastructure Management, IT Field Services, Cybersecurity Services, and Asset Management

Guide technical processes and coordinate technology partners for service deployment, ongoing maintenance, and continuous improvement

Manage and maintain helpdesk, infrastructure, and service management toolsets for ticket tracking, SLA management, reporting, and analytics

Conduct cross-functional reviews of incidents, problems, and service levels; report on SLA performance; identify trends and improvement opportunities

Serve as Process Manager for Service Catalog Management, including development of an enterprise-level service catalog

Supervise, train, and develop Implementation and Technical Account Management staff

Collaborate with the VP of Technology to identify and implement AI applications and toolsets that improve efficiency, scalability, and client satisfaction

Maintain and develop vendor and integrator relationships; assist in identifying new partners to support service delivery

Partner with the Sales team and participate in customer-facing, sales-related meetings as a technical and operational resource

Lead, mentor, and develop staff with a focus on increasing departmental knowledge, skills, and performance

Maintain thorough documentation of systems, processes, procedures, and service standards

ESSENTIAL QUALIFICATIONS

8-10 years of experience in IT operations, preferably in a customer support or service delivery environment

Strong management experience in a managed services environment supporting external customers

Experience with MSP and ITSM ticketing platforms such as Autotask, ConnectWise, ServiceNow, or Zendesk

Strong understanding of ITIL principles, practices, and processes

Solid understanding of network and server management environments

Experience with cybersecurity services, tools, and disciplines

Proven ability to supervise, train, coach, and develop technical staff

Strong analytical, troubleshooting, and problem-solving skills with the ability to balance immediate needs with long-term objectives

Excellent verbal and written communication skills with ability to present clearly to all levels of the organization

Bachelors degree in Computer Science, CIS, MIS, or a related field; equivalent professional experience considered

BONUS QUALIFICATIONS

Experience with IT Field Services projects

Familiarity with AI applications and tools applied to IT service delivery and operational efficiency

WHY AVERRO?

Averro is a Veteran-Owned organization dedicated to delivering innovative talent solutions, business consulting, and technology services that propel businesses and careers forward. We live by our ethos: Be Curious | Build Trust | Empower Each Other. These values show in our commitment to client satisfaction, timely support, and unmatched consultant care. Our Aim - Your Ascent.

Averro is an equal opportunity employer, and we are committed to diversity, equity, and inclusion in the workplace. All qualified applicants will receive consideration for employment, regardless of criminal histories, consistent with legal obligations. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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