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About the Opportunity
The company takes ownership of the technology its clients rely on every day.
The organization partners with growing, highly regulated organizations that need secure, dependable IT environments built to scale. The role goes beyond support. It brings structure, clarity, and accountability to complex technology landscapes so leaders can move forward with confidence.
Over the past several years, the company has entered a new chapter. It has strengthened its leadership team, modernized its service delivery, and sharpened its focus on long-term client outcomes. The work spans managed IT, cybersecurity, cloud, and strategy, delivered through a model designed for consistency, transparency, and trust.
The organization is building a team of professionals who care deeply about quality, ownership, and continuous improvement. If you value clear expectations, thoughtful collaboration, and work that genuinely matters to the businesses you support, you will feel at home here.
Key Responsibilities
- Lead the Remote Support and Systems Engineering teams, fostering a culture of accountability, collaboration, and continuous improvement.
- Develop and execute the strategic vision for Remote Service Operations, aligning operational priorities with business objectives.
- Drive service quality by managing SLA performance, backlog health, utilization, escalations, operational efficiency, and client satisfaction.
- Establish performance expectations, coach leaders, and build high-performing technical teams.
- Mature ITIL-based Incident, Problem, Change, Request, and Major Incident Management processes.
- Standardize operational processes, documentation, quality assurance, and governance to improve consistency and scalability.
- Ensure operational readiness for a 24x7x365 support organization through workforce planning, capacity management, and business continuity.
- Identify and implement process improvements, automation, and tooling that increase operational efficiency and service quality.
- Oversee ServiceNow and supporting ITSM platforms to improve visibility, reporting, and operational governance.
- Develop and manage departmental budgets, forecasting, resource planning, and operational financial performance.
- Monitor organizational capacity, utilization, and staffing models to support business growth.
- Build executive reporting and dashboards that provide meaningful insight into operational performance, service quality, and business trends.
- Partner with Service Delivery, Professional Services, Security, Client Success, Sales, Product, and executive leadership to deliver a seamless client experience.
- Serve as a trusted advisor to executive leadership, providing operational insights and supporting organizational growth, transformation, and acquisition initiatives.
Required Qualifications
- 10+ years of progressive leadership experience within an MSP, MSSP, or enterprise technology services organization.
- Proven success leading Remote Support, Systems Engineering, Technical Operations, or similar service organizations.
- Experience leading leaders, developing high-performing teams, and driving organizational growth.
- Strong knowledge of ITIL principles, ITSM best practices, and ServiceNow or comparable platforms.
- Demonstrated success improving operational performance through process optimization, automation, and continuous improvement.
- Strong financial acumen with experience managing budgets, forecasting, capacity planning, utilization, and executive reporting.
- Excellent communication, relationship-building, and executive presence with the ability to influence stakeholders across the organization.
- Strong analytical and strategic problem-solving skills with a data-driven approach to operational leadership.
- Experience leading organizational transformation, rapid growth, or M&A integration is preferred.
Salary Range
The reasonably expected annual base compensation range for this position is $150,000 - $230,000. This range reflects the minimum and maximum targets for new hires across all U.S. locations. Within the range, individual compensation is determined by job-related skills, experience, geographic location, and applicable state or local laws. Because this position may be filled at either the Director or Vice President level, compensation will be aligned with the selected candidate's experience, demonstrated leadership capabilities, and scope of responsibility.
Bonus Eligibility
This role may also be eligible for additional bonus or incentive opportunities based on position level and company plans.
Benefits
- Health, Dental, & Vision
- Flexible Spending Account (FSA)
- 401k
- Health Reimbursement Account (HRA)
- Health Savings Account (HSA)
- Life Insurance
- Disability Insurance
- Paid Parental Leave
- Holiday Pay
- Flexible Vacation & Sick Days
Perks
- Observed company holidays, including a day off on your birthday
- Flexible vacation
- Spot bonuses for demonstrated excellence
- Community and social events
- Learning and development opportunities
- Flexible working life
- $100 well-being allowance
- Other health & wellness perks
Additional Information
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.
As the organization is a remote company hiring candidates, its perks and benefits packages may adjust based on your location. Direct applicants only; no recruitment agencies or third-party recruiters, please.
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