Regional Director, Service Delivery - Remote

Overview

The Regional Director, Service Delivery, is responsible for overseeing and managing the execution of responsibilities within IT Solutions Managed Services Service Desk, ensuring successful delivery of services to clients.

In Short

• Oversee daily operations of service desk teams.
• Manage resource and capacity planning.
• Monitor performance objectives and service level agreements.
• Build relationships with clients and manage escalations.
• Implement service improvement plans.
• Conduct audits of performance data.
• Coach and develop team members.
• Ensure compliance with company policies.
• Drive continuous improvement initiatives.
• Participate in operational management reviews.

Requirements

• Bachelor’s degree or equivalent experience.
• 5+ years of managing IT services client relationships.
• ITIL v3 Foundation certification preferred.
• Strong organizational and communication skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Experience with service desk tools, especially ConnectWise.
• Strong negotiation and relationship-building skills.
• Willingness to work non-traditional hours as needed.

Benefits

• Rich medical and prescription plans.
• Dental and vision coverage.
• Flexible paid time off.
• 401K with matching.
• Company-paid life and disability insurance.
• Mental health support services.
• Company-paid training and materials.
• Performance-based bonuses.