Director- Professional Services

Key Responsibilities:

• Lead, hire, evaluate, retain, and train staff in IT Service Desk and Managed Services operations.
• Direct a customer-focused team and ensure delivery of 24x7 managed services engagements.
• Collaborate with product development, DevOps, QA, and other IT teams to develop procedures, standards, operational controls, and communication paths.
• Measure and report operational metrics and KPIs to internal and external management.
• Monitor user satisfaction and implement best practices to improve services.
• Ensure adherence to ITIL best practices and methodologies.
• Manage multiple teams and projects while meeting or exceeding customer expectations.
• Flexibility to work early mornings, late nights, or off-hours as required.