****This position is based in our Chandler, AZ 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.
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.
ISOutsource is an equal opportunity firm.
We are driven by seeing our team succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to race, color, sex, religion, age, marital status, national origin, citizenship or immigration status, the presence of any sensory, mental, or physical disability, genetic information, honorably discharged veteran or military status, sexual orientation, gender identity, political ideology, status as a victim of domestic violence, harassment, sexual assault, or stalking, family status, source of income, or any other status or characteristic protected by applicable local, state or federal law.
Final candidates will be required to submit to a complete background check.
