Role OverviewLead service delivery across the Texas region, responsible for people, processes, performance, and financial health to support a high-quality client experience. This hands-on leadership role is accountable for the service desk and field teams, operational performance, and financial health.
What You Will Do
Lead end-to-end service delivery, drive performance against SLA and ticket-quality targets, coordinate with dispatch and service desk teams, and use PSA data to monitor queue health and resolve issues.
Why It Might Be a Fit
Ideal for an operational leader who can bring consistency to a growing region, coach teams toward stronger performance, and translate service data into better client outcomes.
Requirements
- 7+ years of service delivery or IT operations experience
- 5+ years leading teams, ideally in an MSP, IT services, or managed services environment
- Proven experience running a service operation against defined SLAs and performance metrics
- Hands-on familiarity with a PSA platform such as BMS/Kaseya, ConnectWise, Autotask, or similar
- Strong people-leadership skills, including hiring, coaching, performance management, and building accountable teams
- Demonstrated ownership of operational metrics and, ideally, regional or departmental P&L
- Excellent communication skills with clients, technicians, managers, and executive leadership
Benefits
- Comprehensive benefits, including medical, dental, vision, supplemental coverage, and HSA/FSA options
- Competitive 401(k) participation with up to a 4% contribution match
- Certification reimbursement to support continued development
- Meaningful opportunities for advancement within a growing organization
- A culture built on drive, accountability, collaboration, and excellence
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