Technical Services Director

About ISG Technology

At ISG Technology, we're unlocking possibilities for our clients by providing IT services that help drive business growth. We're freeing them from the burdens of day-to-day IT maintenance, securing their networks, protecting their data and helping them design, implement and manage their IT infrastructure. And we've been doing it for over four decades.

Join in on the Success

As part of the Twin Valley Family of Companies and a fourth-generation family business, ISG Technology has grown and evolved into a recognized leader in the Midwest by aligning our success with the long-term success of our clients. We are consistently recognized in CRN’s Top Managed IT Service Providers in the nation, most recently as part of the Security 100 for excellence in managed security offerings.

But all those accolades take second stage to our Customer Satisfaction Scores (CSAT), which have consistently been 97% while our Net Promoter Score is 70, compared to the industry average of 47. If you're the type that takes pride in providing world-class support, you may have what it takes

Job Summary: The Technical Services Director, Professional Services, directs and oversees the Professional Services, Pre-Sales Engineering & Solutions Architecture, and Implementation Engineering department’s day-to-day operations. Responsible for team performance and adherence to company quality, IT engineering, and security standards, development of benchmarks for professional services management deliverables, and driving strategic long-term maturity goals for the professional services, pre-sales engineering, solution architecture, and MSP implementation engineering departments.

Key Accountabilities:

• LMA
• Professional Service, Pre-Sales Engineering, & Implementation Team Leadership
• Multi-Department P & L Management
• Profitability of Engineering Resources & Departments
• Engineering Utilization / Forecast
• Engineer Quality / Performance Management
• Oversight – Engineering Certification Requirements

What you bring to the position:

• You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the “ways” we operate.
• You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations.
• You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction.
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service, and you achieve your goals that you mutually set with your supervisor.
• You are a self-starter who is prepared to develop and execute your plan and deliver quarterly goals on a consistent basis.
• You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being a “know-it-all.”

You successfully fulfill the following essential duties and responsibilities:

You will provide SUPERVISORY RESPONSIBILITES to the position by:

• Maintaining direct leadership for all engineering staff.
• Providing mentorship and support to engineering team members to ensure continued success, related to both projects and professional growth, while creating a documented juniorization training path to meet the long-term maturity plan for the PS and MSP technical operations.
• Monitoring financial and operational metrics to measure achievement of organizational objectives.
• Developing and implementing policies, objectives, and initiatives, as they relate to the professional services to advance strategic roadmap.

You will provide STRATEGIC OVERSITE to the position by:

• Ensuring all engineering services operations adhere to company standards and meet all stated business objectives and staffed with the right personnel with the necessary skills, experience, knowledge, and abilities.
• Working with internal and external stakeholders to prioritize Professional Services resources to align with short- and long-term financial and mission-critical operational goals.??
• Managing day-to-day execution of professional services operations. Build and continuously evaluate operational KPIs for change, including key staffing metrics to ensure proper utilization and profitability.
• Overseeing the planning, tracking, documentation, and training of all professional services personnel.
• Identifying potential risks involved in the PS processes and developing procedures to mitigate risk, where possible.

You will use your COLLABORATIVE SKILLS to:

• Work with members of the Internal Services teams to support both professional services engagements and projects but also to provide senior engineering support of managed services operations to ensure long term growth and profitability of project and company goals.
• Lead and organize cross-functional teams including Contracts, Finance, Service Desk, Services Directors & Managers, Solutions Architects, Professional & MSP Engineers, Security Operations personnel, Sales Operations, and Account Executives & Managers.
• Support the Company by completing all other job duties assigned.

You will use your TECHNICAL SKILLS to:

• Maintain engineering skills sufficient to evaluating the technical capabilities of subordinate personnel and to manage those personnel in the design, implementation, and installation of professional engineering projects.
• Stay abreast on continuous improvement initiatives to keep staff and company aligned with emerging / changing market conditions in IT skill sets and TCP requirements and needs.
• Exercise solid decision-making skills combined with strong business acumen, excellent communication skills, and in-depth analytical capabilities.
• Provide security and technical incident management as needed for client related events.

As a successful employee, you will demonstrate the following professional skills as you carry out your position:

Oral Communications – Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings.

Written Communications – Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information.

Customer Service – Respond promptly and courteously to customers’ requests for service and assistance; manage difficult or emotional customer situations.

Presentation – Deliver business, non-technical, and limited-technical presentations to audiences of 20-150 individuals.

Leadership – Lead people and get results through others in a positive and inspiring manner.

Management – Organize and manage multiple priorities.

Ethics – Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; upholds company values.

Organizational Support – Follow company policies and procedures and complete other duties as assigned.

Judgment – Include appropriate people in decision-making process.

Interpersonal Skills – Maintain confidentiality; keep emotions under control; listen well.

Strategic Thinking – Develop strategies to achieve organizational goals; analyze market and competition; identifies external threats and opportunities and adapts strategy to changing conditions.

Planning and organization – Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks.

Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments.

Adaptability – Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.

Detail & Task Oriented – Manage and follow through on multiple tasks, items and communications in a timely manner.

You will meet the following educational, licensing, certification and work experience requirements:

• Technical Bachelor’s Degree, or equivalent experience required.
• Experience in IT/Technical Operations functionality, including experience dealing with customers, and internal teams, typically gained over 8-15 years, or similar tenure and experience as an IT professional, including at least 7 years of management experience of IT/technical personnel.
• Experience working for an established managed or cloud services provider (MSP/CSP) preferred.
• Hold and maintain a valid driver’s license; driving record must meet the criteria of ISG’s insurance carrier for acceptance of coverage.

You will follow the ISG Technology Core Values:

Humor & Fun

• We believe it’s important to take time outside of work to spend time with family and keep the wind in our sails.
• We collaborate and value sharing our unique perspectives.
• We’re inclusive and create activities that align with people’s interests and passions.

Resilience

• We pride ourselves in meeting high-pressure challenges.
• We never quit and demonstrate the ability to see daunting assignments through … successfully.

Lead by Example

• We demonstrate courage in having crucial (and sometimes “tough”) conversations.
• We are reliable and highly accountable in our use of systems and tools.

Continuous Improvement

• We’re creative thinkers who can adapt to evolving situations.
• We’re humbly confident, know our stuff, are willing to coach and be coached.
• We’re willing to make “healthy” self-sacrifices for the greater good.

“Team First” Initiative

• We are pro-active and stay on top of training and certifications.
• We willingly take on more responsibility if we see a need and can assist.
• We view individual accountabilities as representing the whole team.

You are able to work in the following environmental and working conditions:

• Prolonged periods of sitting at a desk and working on a computer and phone.
• Work in a general office environment.
• Travel to client and prospect locations with varying conditions.
• You have mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation.