Director of IT Support & Service Operations

Overview

A growing, technology-driven organization is seeking a Director of IT Support & Service Operations to lead and scale its technical support functions, including Help Desk (Tier 1–3), Network Operations Center (NOC), and Security Operations Center (SOC).

This is a high-impact leadership role responsible for driving service excellence, optimizing support processes, and ensuring a best-in-class customer experience. The ideal candidate brings strong leadership capabilities, operational expertise, and a track record of improving service delivery in a fast-paced environment.

Key Responsibilities

Operations Leadership

  • Oversee daily operations of Tier 1–3 Help Desk, NOC, and SOC teams
  • Ensure timely, accurate, and high-quality technical support delivery
  • Establish and enforce service standards, KPIs, and performance metrics
  • Drive operational efficiency and scalability across support functions

Team Leadership & Development

  • Lead, coach, and develop supervisors, team leads, and technical staff
  • Recruit, onboard, and train support team members
  • Provide ongoing performance management, feedback, and career development
  • Foster a high-performance, customer-focused culture

Customer Experience & Service Delivery

  • Ensure exceptional customer service and issue resolution across all support channels
  • Act as an escalation point for complex technical or customer issues
  • Analyze customer feedback and implement improvements to enhance satisfaction
  • Establish best practices across the end-to-end support lifecycle

Process Improvement & Reporting

  • Develop and implement standardized processes to improve efficiency and service quality
  • Track and report on team productivity, service levels, and KPIs (daily, weekly, monthly)
  • Provide insights and recommendations to leadership based on performance data
  • Continuously identify opportunities to optimize workflows and support operations

Cross-Functional Collaboration

  • Partner with internal teams to align support services with broader business objectives
  • Communicate customer feedback and system insights to relevant stakeholders
  • Support initiatives related to system performance, infrastructure, and security

Qualifications

  • 5+ years of experience leading Help Desk, NOC, SOC, or similar IT support teams
  • Proven ability to manage multiple teams and layers of leadership
  • Strong understanding of IT infrastructure, networking (LAN/WAN), and system administration
  • Knowledge of system security, including monitoring, intrusion detection, and data protection
  • Experience with databases, patch management, and backup/recovery processes
  • Strong analytical, organizational, and problem-solving skills
  • Excellent communication and leadership abilities

Preferred Qualifications

  • Bachelor’s degree in Information Technology, Computer Science, or related field
  • Relevant IT certifications or professional credentials
  • Experience in a managed services or high-volume support environment

Additional Details

  • Standard office environment with occasional physical activity (lifting up to ~15 lbs)
  • First shift schedule
  • Opportunity to lead and scale a critical service function

Why This Opportunity?

  • Leadership role with broad scope across multiple technical support teams
  • Opportunity to build, optimize, and scale service delivery operations
  • High visibility and impact on customer satisfaction and business performance
  • Collaborative environment with strong growth potential

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