****This position is based in our Bothell, WA office. We can only consider candidates who currently live within a reasonable commuting distance or who are willing to relocate before their start date. Please apply only if you meet this requirement.
We are looking for a Director of Support Services to take full ownership of ISOutsource's On Demand Support (ODS) function - Dispatch, the Support Desk, and Rapid Response. The role exists to consolidate front-line service delivery under a single, accountable leader, raise the quality bar across every client touchpoint, and modernize how ODS creates value for our clients and for the business.
We Take Care of Our People
- Salary range: $160,000-$210,000 (annualized). This includes base and bonus structure.
- Achievable quarterly bonuses.
- Competitive benefits package (medical, dental, vision, life, disability)
- 401(k) + employer match
- Generous paid time off
- Parking and mileage reimbursement
- Stocked office snacks, coffee, and treats (including healthy options)
- Monthly team activities (trivia nights, holiday parties, and more)
Work you will do as an ISOutsource Director of Service Delivery:
- Lead and evolve ISOutsource's On Demand Support (ODS) organization, including Dispatch, Support Desk, and Rapid Response teams.
- Own service delivery performance, ensuring achievement of SLAs, client satisfaction, operational efficiency, and service quality goals.
- Drive the modernization of service delivery through process improvement, workflow optimization, automation, and scalable operating models.
- Build, mentor, and develop high-performing leaders and teams while fostering a culture of accountability, ownership, and exceptional client service.
- Establish operational metrics, quality standards, and reporting to drive continuous improvement and data-driven decision-making.
- Partner closely with Engineering, Security, Account Management, Product, and Project teams to ensure seamless service delivery and client outcomes.
- Lead capacity planning, staffing strategy, resource management, and operational readiness across all support functions.
- Serve as an executive escalation point for major incidents and complex client issues.
- Own ODS budgeting, forecasting, and operational efficiency initiatives while supporting business growth and service innovation.
What We're Looking For
- Proven success leading and scaling service delivery, support operations, or managed services organizations.
- Strong experience managing SLA-driven, client-facing operations with measurable improvements in quality, efficiency, and customer satisfaction.
- Demonstrated success driving operational transformation, process improvement, and automation initiatives.
- Experience building and developing leadership teams and managing multi-tier support organizations.
- Strong understanding of ITSM best practices, service management frameworks, ticketing systems, and operational reporting.
- Excellent communication and executive presence, with the ability to engage clients, senior leadership, and cross-functional stakeholders.
- Experience managing budgets, forecasting, KPIs, and operational performance.
- MSP or consulting experience strongly preferred.
Requirements
- 10+ years of experience in IT support, service operations, or managed services.
- 5+ years in a director-level role with responsibility for service delivery and operational performance.
- Proven experience leading support organizations through growth, modernization, and continuous improvement initiatives.
- Strong experience with ITIL or comparable IT service management frameworks.
- Ability to lead through change while balancing strategic priorities and operational execution.
