Director of Professional Services
2 weeks ago
**Job Summary**:
As the Director of Professional Services, you play a pivotal role in driving strategic initiatives and optimizing service delivery processes within our Apple-focused IT managed services provider. Reporting directly to the President, you will spearhead efforts to streamline operations, enhance interdepartmental communication, and facilitate the transition from an owner-operator model to a scalable enterprise. Your leadership will be instrumental in fostering a culture of continuous improvement while ensuring the highest standards of service excellence.
**Key Responsibilities & Expectations**:
- Collaborate with company leadership to develop and execute short and long-term strategies for the Professional Services division, aligning with overall business objectives.
- Take ownership of financial goals and metrics, including department profitability, recurring revenue, and team utilization, driving initiatives to enhance profitability and efficiency.
- Establish and enforce standard operating procedures to optimize service delivery processes and ensure consistency across teams.
- Lead and mentor a high-performance, multi-tiered, cross-functional IT support team, fostering a collaborative and productive work environment.
- Implement strategies to balance the urgency of sales with the service team's commitment to thoroughness and quality, fostering a culture of collaboration and mutual respect between both departments.
- Ensure adherence to client agreements and SLAs, monitoring operational metrics and customer satisfaction scores, and addressing escalations as needed.
- Act as a mentor to IT Operations Managers, providing guidance on best practices and fostering professional growth.
- Proactively monitor key performance indicators to identify trends and address potential challenges, driving continuous improvement initiatives.
- Cultivate a culture of collaboration, efficiency, and rapid response, promoting teamwork and effective project execution.
- Champion industry-standard best practices and drive their adoption within the organization.
- Enhance the department and organization's reputation by identifying opportunities to add value and deliver exceptional service.
**Required Experience and Competencies**:
- 8+ years of progressive leadership experience in an IT-related field, with a focus on process improvement and operational excellence.
- Proven track record of effectively managing technical, cross-functional teams in a dynamic environment.
- Bachelor's Degree or equivalent work experience required; advanced degree preferred.
- Experience in managing teams within an MSP environment is highly desirable.
- Demonstrated success in managing large teams during periods of business growth and scalability.
- Passion for continuous improvement and a proven ability to implement operational changes across functional teams.
- Strong organizational skills and ability to thrive in a fast-paced environment while maintaining attention to detail.
- Self-motivated with a strong sense of ownership and accountability.
- Analytical mindset with the ability to identify problems and develop effective solutions.
- Ability to work independently and collaboratively, demonstrating professionalism at all times.
Expected Salary Range: $100,000-$160,000/year. _The salary range offered for this position is a good faith description of the expected salary range this role will pay. MTS Pro Services reserves the right to pay more or less than the stated range, depending on individual circumstance, as salaries are based on a variety of factors such as experience, geography, etc._
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