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It Service Director Jobs (NOW HIRING)

Executech

IT Service Director

Spokane, WA · On-site

$90K - $120K/yr

Service Director (People Leadership · Execution · Accountability) Role SummaryThe Service ... Experience leading technical teams in an MSP or enterprise IT environment. * Strong operational ...

Courser

IT Service Manager

Tucson, AZ · On-site

Manager, Services We are looking for a highly skilled and experienced MSP Services Manager to lead and oversee the delivery of IT services in a Managed Service Provider (MSP) environment. This role ...

AAC Inc

IT Service Manager

Washington, DC · On-site

Oversees IT service delivery operations across contracted support teams, ensuring compliance with contract service standards, SLAs, and performance objectives. This role provides operational ...

TurnPoint Technology

IT Service Desk Tier 1

Seattle, WA · On-site

We are seeking an IT Service Desk Tier 1 who possesses a passion for providing quality customer ... Direct unresolved issues to the next level of support personnel. * Identify and escalate situations ...

Jade Global

IT Service Desk

San Jose, CA · On-site

$40/hr

IT Service Desk1 Note : Location: The resource must be based in Seattle, WA and available for occasional onsite visits (a few times a month) to the client office. Budget: $40/hour, 1 year. The ...

Jade Global

IT Service Desk

San Jose, CA · On-site

$40/hr

IT Service Desk1 Note : Location: The resource must be based in Seattle, WA and available for occasional onsite visits (a few times a month) to the client office. Budget: $40/hour, 1 year. The ...

DFO Referrals

IT Service Associate

Westport, CT · Hybrid

IT Service Associate Dalio Family Office Overview: The Dalio Family Office (DFO) supports Barbara and Ray Dalio and their family in their ventures, investments, and philanthropic efforts under Dalio ...

Novolex

Manager, IT Service Management

Lake Forest, IL · On-site

Reporting to the Director, IT Service Management, this role provides operational governance for day-to-day IT service operations, ensuring services are delivered consistently, incidents are resolved ...

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It Service Director information

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$127.5K

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How much do it service director jobs pay per year?

As of Sep 9, 2026, the average yearly pay for it service director in the United States is $127,543.00, according to ZipRecruiter salary data. Most workers in this role earn between $88,000.00 and $150,500.00 per year, depending on experience, location, and employer.

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Infographic showing various It Service Director job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 17% Part Time, and 3% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution, with an average salary of $127,543 per year, or $61.3 per hour.

IT Service Director

Spokane, WA • On-site

Executech
See more jobs at Executechexternal

$90K - $120K/yr

Full-time

Posted 12 days ago

Job description

Service Director
(People Leadership · Execution · Accountability)

Role SummaryThe Service Director is accountable for the performance, development, and operational execution of a service team within the centralized support model. This role owns team outcomes (SLA, CSAT, utilization/billable efficiency, and quality), runs coaching and performance management, and ensures consistent workflow discipline, escalation handling, and continuous improvement.Core Responsibilities
  • People leadership for a defined team (typically 6–10 engineers depending on complexity and escalation load): hiring input, onboarding quality, 1:1s, development plans, and performance management.
  • Own team execution: SLA attainment, queue health, escalation throughput, and ticket quality.
  • Run a QA program for ticket quality and coaching: audits, calibration, feedback loops, and trend remediation.
  • Capacity and workforce management: schedule coverage, on-call/after-hours planning (where applicable), utilization and billable-efficiency management.
  • Escalation ownership: ensure major incidents are led appropriately, communications are clear, and post-incident follow-up occurs.
  • Drive continuous improvement: identify process/tooling gaps, partner with peers and leadership, and deliver improvements that reduce repeat incidents.
  • Operate in a metric-driven cadence: weekly performance reviews, monthly calibration, quarterly planning for training/standards.
  • Partner cross-functionally with TAM/vCIO, Projects, and Security functions to ensure clean handoffs and client outcomes.
Team Outcome Targets
  • SLA compliance: ≥ 90% (rolling 90-day).
  • CSAT: ≥ 97% positive (rolling 90-day).
  • Billable efficiency: ≥ 85% billable efficiency (rolling 90-day, = 32 hours/week).
  • QA program: implement and maintain a scored QA rubric; improve team QA trend over time.
Client Interaction Scope
  • Engage clients as needed for escalations, service-impacting issues, and confidence restoration.
  • Ensure clients receive timely, plain-language updates during incidents.
Skills & Experience
  • Experience leading technical teams in an MSP or enterprise IT environment.
  • Strong operational awareness and comfort with metric-driven management (SLA, CSAT, utilization, efficiency, quality).
  • Technical credibility: able to assess escalations, coach engineers, and evaluate troubleshooting rigor.
  • Ability to deliver candid coaching and performance management with clarity and fairness.
  • Comfort owning process/tooling improvements and coordinating across teams.
IMPACT Expectations
  • Integrity: lead fairly; address issues directly; maintain transparency and consistency.
  • Mindset: focus on continuous improvement of team performance, tools, and execution maturity.
  • Passion: maintain urgency around service quality; advocate for team success and client outcomes.
  • Accountability: own team results; set clear expectations; hold the line on standards.
  • Client-Centric: protect client experience during escalations while keeping clean ownership boundaries with TAMs/PSMs.
  • Teamwork: build trust, psychological safety, and cross-team collaboration.

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