DescriptionPosting Title: Director, Technology Service
Reports To: Vice President, Information Technology
Location: San Jose, CA Hybrid
Salary Range: $135,000 to $248,000
*This position is eligible for the annual performance bonus plan. Final determination of a successful candidate's starting pay will vary based on a number of factors, including market location and may vary depending on job-related knowledge, skills, education and experience. The pay scale listed for this position is generally for candidates that meet the specified qualifications and requirements listed on this specific job description. We provide a competitive compensation package that recognizes your experience, credentials, and education alongside a robust benefits program to meet your needs. Our compensation reflects the cost of labor across several US geographic markets.
ABOUT THE ROLECupertino Electric is seeking a Director, Technology Service to lead and mature a unified technology support function spanning centralized (service desk) support, application support, and field support. This role owns the technology experience of every CEI employee - across corporate offices, remote and home-based work, and active construction jobsites - and reports directly to the VP of Information Technology.
This is a customer-service leadership role, not a traditional help-desk management role. The successful candidate will bring the discipline, metrics, and accountability of a high-performing customer service organization to technology support and will be measured on the quality of the experience delivered to CEI employees - not solely on ticket volume or SLA compliance. This role is responsible and accountable for technology's customer service team structure, process, and tooling as needed to meet service commitments.
This role offers executive sponsorship and support to build a high performing technology support function worthy of Cupertino Electric's reputation for quality and reliability. The successful candidate will shape how thousands of employees - from corporate offices to active construction jobsites - experience technology support every day.
Strategy & Leadership- Define and execute a technology support strategy spanning centralized, application, and field support.
- Establish technology support as a disciplined service function with clear standards, ownership, and accountability.
- Define and gain leadership agreement on a standard multi-tier support model, with documented escalation paths and clear ownership boundaries across CEI's technology teams.
Team Leadership & Organizational Design- Assess the current support organization's structure, staffing, skills, and performance, and implement changes needed to close identified gaps.
- Establish a dedicated field-technology support team or sub-lead, structured for jobsite deployment logistics and skills distinct from - but integrated with - centralized office support (a hub-and-spoke model).
- Build, coach, and hold accountable a team oriented around customer service outcomes and professional standards, including structured performance plans for staff whose service metrics fall short over time.
- Develop capability-building and career development programs for support staff.
Customer Experience Across All Work Environments- Design and deliver differentiated, fit-for-purpose support models for employees working from CEI offices, from home, and on active construction jobsites - including field-appropriate devices, connectivity, and support channels for jobsite crews.
- Establish meaningful, consistently enforced ticket priority definitions, and give employees clear, proactive visibility into the status of their requests throughout the support lifecycle.
- Apply differentiated service-level tiers to structurally different types of work (e.g., routine device support versus multi-step lifecycle processes such as onboarding or offboarding), so performance reporting reflects true complexity rather than penalizing staff handling harder cases.
- Establish experience-based measurement (CSAT, NPS, and structured feedback) alongside SLA metrics to evaluate service quality from the employee's perspective.
- Own resolution of escalations and ensure timely, professional follow-through on service commitments.
Process, Governance & Metrics- Establish the processes, governance structure, and reporting metrics required for a mature technology support function.
- Build a capacity plan for both centralized and field support that scales with CEI's ongoing growth - new offices, larger and more complex jobsites, new geographies - rather than reacting after the next volume spike degrades service.
- Ensure service reporting distinguishes genuine customer service performance from automated or system-generated ticket volume, and correct systemic handling failures (e.g., requests closing without resolution while awaiting an approval step).
- Evaluate and recommend tools supporting service delivery, ticketing, asset management, and field support.
- Report regularly on service performance and improvement initiatives to executive leadership.
Stakeholder & Executive Communication- Partner closely with the VP of Information Technology, and coordinate regularly with operations and project leadership across CEI's business units.
- Translate technical issues and their business impact into clear, actionable communication for non-technical stakeholders
ABOUT YOU- 15+ years of progressive leadership experience in customer service, service operations, or technology support, including direct people management.
- Demonstrated experience assessing, restructuring, and improving the performance of a support organization.
- Experience designing or operating a multi-tier support model with clear escalation paths and ownership boundaries across technology functions.
- Experience supporting a distributed workforce across office, remote/home, and field-based environments.
- Working knowledge of ITSM fundamentals and metrics (SLA/OLA management, incident management, CSAT/NPS); ITIL familiarity expected.
- Strong executive communication skills and demonstrated ability to partner with senior leadership.
- Ability to operate effectively in a fast-paced, operations-centric environment with minimal tolerance for service disruption.
- Experience in construction, engineering, energy, utilities, or another field-services-intensive industry.
- Experience standing up a hub-and-spoke support model with dedicated field or regional support staff distinct from a centralized service desk.
- Experience implementing experience-level measurement (XLA) or service design methodologies.
- ITIL 4, CCXP, HDI, KCS, Prosci, or Lean Six Sigma certification.
- Prior consulting or interim leadership experience.
MINIMUM QUALIFICATIONSAny combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.
Education: High School Diploma or Equivalent, Bachelor's, Master's
Licensure/Certifications: N/A
Experience: 15+ years of progressive leadership experience in customer service, service operations, or technology support, including direct people management.
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The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department, program or project needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
