Director - Managed Services End User Operations

We are seeing a Director, Managed Services End User Operations who will be a key leader within the Managed Services organization responsible for delivering an exceptional customer support experience across our managed services customer base. This role will lead the teams responsible for end-user support, endpoint management, patching, updates, and daily operational support functions that enable our customers to be productive and secure. The Director will oversee a team of approximately 20-25 employees across multiple locations, including domestic resources and international resources supporting our growing 24/7 service model. This role is responsible for evolving our Service Desk from a traditional support function into a modern, scalable operation built around standardization, automation, proactive support, and excellent customer experience. The Director will be a member of the Managed Services Leadership Team and will partner closely with the Vice President of Managed Services, Director of Infrastructure Operations, Manager of Managed Services Platforms & Automation, Practice Directors, Solution Architects, and Sales teams to deliver world-class managed services and support business growth. The ideal candidate is a service delivery leader who understands that a modern Managed Services organization is more than a help desk. They understand how to deliver exceptional customer support while also improving the systems, processes, automation, and operating model behind that support. They are comfortable working with engineers, customers, sales teams, and executive leadership. They are equally focused on people, process, and technology and understand that the future of Managed Services requires combining talented teams with automation, AI, and operational discipline to deliver better outcomes for customers. Key Responsibilities Service Desk Leadership and Delivery • Lead the Managed Services Service Desk organization, including managers, engineers, and support resources across multiple locations. • Build and maintain a high-performing service organization focused on customer satisfaction, responsiveness, quality, and operational excellence. • Establish clear expectations around service delivery, ticket ownership, communication, escalation, and customer experience. • Develop and maintain operating processes that improve consistency and scalability across the organization. • Ensure the team delivers against contractual commitments, service level agreements, and customer expectations. • Partner with Service Operations and Managed Services leadership to continuously improve customer satisfaction metrics and service outcomes. Endpoint Operations and Management • Own the operational delivery of endpoint management services, including patching, updates, configuration management, and ongoing endpoint health. • Develop standardized processes for managing customer endpoints at scale. • Partner with Infrastructure Operations and Managed Services Platforms & Automation teams to improve endpoint monitoring, remediation, automation, and reporting. • Identify opportunities to improve security, reliability, and efficiency through automation and modern endpoint management practices. • Ensure endpoint services align with cybersecurity, compliance, and customer requirements. Building 24/7 Managed Services Capabilities • Lead the development and execution of a 24/7 support model using a combination of domestic resources and international resources in Macedonia. • Define processes, responsibilities, escalation paths, and handoffs required for successful around-the-clock support. • Create a consistent operating model between domestic and international teams. • Ensure customers receive the same level of service regardless of when support is provided. • Partner with Infrastructure Operations leadership to develop an integrated support model across Service Desk and Infrastructure Operations. Business Growth and Customer Expansion • Partner with Practice Directors, Solution Architects, and Sales teams to support the growth of Managed Services. • Participate in customer conversations, solution discussions, and service improvement opportunities. • Understand customer requirements, statements of work, proposals, and service scopes. • Assist Solutions teams in developing service offerings, statements of work, pricing assumptions, and operational delivery models. • Identify opportunities to expand services, improve customer outcomes, and increase customer value. • Support customer retention by ensuring exceptional service delivery. Operational Improvement and Automation • Partner with the Manager of Managed Services Platforms & Automation to identify opportunities to improve efficiency through automation, AI, and technology. • Help redesign processes to reduce manual effort and improve engineer productivity. • Drive adoption of tools, processes, and workflows that improve service delivery. • Use operational data and metrics to identify trends, challenges, and improvement opportunities. • Promote a culture of continuous improvement throughout the organization. Leadership and Collaboration • Serve as a key member of the Managed Services Leadership Team. • Work closely with the Director of Infrastructure Operations to provide a unified Managed Services operating model. • Partner with the Manager of Managed Services Platforms & Automation to ensure tools and processes support business objectives. • Develop strong relationships with technical teams, customers, sales teams, and practice leaders. • Build and mentor managers and future leaders within the Service Desk organization. • Lead organizational change while maintaining strong employee engagement and customer focus. Success Metrics Success in this role will be measured by the ability to build a scalable, high-performing Managed Services operation. Key measures include: • Improved customer satisfaction and service experience. • Strong service level agreement performance. • Improved ticket resolution times and first-contact resolution. • Consistent endpoint management and patch compliance. • Successful implementation of 24/7 support capabilities. • Improved operational efficiency through automation and process improvements. • Increased customer retention and expansion opportunities. • Ability to scale Managed Services growth without proportional increases in staffing. • Strong employee engagement and development within the Service Desk organization. Experience and Qualifications • 7+ years of experience in IT service delivery, managed services, service desk operations, or similar environments. • Leadership experience managing service desk, endpoint, workplace technology, or IT operations teams. • Experience leading teams across multiple locations. • Strong understanding of Managed Services business models and customer expectations. • Experience with endpoint management, patching, monitoring, ticketing, and IT operations processes. • Experience working with PSA, RMM, documentation, and service management platforms. • Experience with tools such as ConnectWise, Intune, Automox, NinjaOne, Auvik, LogicMonitor, or similar technologies preferred. • Experience building or supporting 24/7 operations is strongly preferred. • Ability to understand statements of work, service offerings, and operational requirements. • Strong communication skills with the ability to work with both technical and business stakeholders. • Proven ability to improve processes, develop teams, and drive operational change. Compensation Salary range starting at $150,000/yr.