Director of Support Operations

Position Summary

ISI Enterprises is seeking an experienced, results-driven Director of Support Operations to lead and optimize our Managed Services Support Desk operations. This individual will be responsible for driving operational excellence, improving service delivery performance, strengthening technical accountability, and ensuring a consistently exceptional client experience across our managed services portfolio.

The ideal candidate is a hands-on operational leader with extensive experience managing technical support organizations within a Managed Service Provider (MSP) environment. This position requires a strong combination of technical expertise, people leadership, IT service management, and the ability to develop and execute strategies that improve operational efficiency, service quality, and client satisfaction.

The Director of Support Operations will oversee daily support operations, establish performance expectations, develop scalable processes, and lead continuous improvement initiatives. This individual will work closely with the Vice President of MSP to implement operational strategies, strengthen service delivery standards, and support the continued growth of ISI’s Managed Services organization.

Duties/Responsibilities

Support Operations Leadership
- Provide strategic and operational leadership for the Managed Services Support Desk, overseeing Tier 1, Tier 2, Tier 3, and specialized technical support functions.
- Directly manage and mentor Support Desk leadership, including the Support Desk Manager, Senior Technical Lead, and Service Desk Coordinator.
- Establish clear performance expectations, accountability standards, and operational objectives across all support functions.
- Oversee daily support operations to ensure effective resource allocation, workload distribution, and timely resolution of client issues.
- Develop staffing strategies, workforce capacity plans, and coverage models to meet evolving client needs and business demands.
- Lead operational meetings, performance reviews, and service delivery improvement initiatives.
- Partner with executive leadership to identify organizational risks, operational challenges, and opportunities for improvement.
 
Service Level Agreement (SLA) Management
- Establish, monitor, and continuously improve service delivery performance against contractual SLA commitments.
- Drive improvements in ticket response times, resolution times, first-contact resolution, backlog management, and overall service quality.
- Develop and maintain operational dashboards, scorecards, and key performance indicators (KPIs).
- Proactively identify SLA risks, recurring service issues, and performance deficiencies.
- Implement corrective action plans to address missed SLAs, service delivery gaps, and recurring operational challenges.
- Ensure critical incidents and escalations receive appropriate technical resources, leadership oversight, and timely communication.
- Present operational performance metrics, trends, and improvement initiatives to executive leadership.
 
Technical Leadership and Escalation Management
- Partner with the Senior Technical Lead to oversee complex technical escalations, incident resolution, and root cause analysis (RCA).
- Ensure effective escalation procedures and technical handoffs between support tiers.
- Establish standards for technical troubleshooting, documentation, incident ownership, and resolution quality.
- Drive accountability for timely resolution of recurring and high-impact technical issues.
- Identify technical knowledge gaps and coordinate training, mentorship, and knowledge-sharing initiatives.
- Collaborate with engineering, cybersecurity, cloud, and project management teams to resolve complex client issues and improve service delivery.
- Ensure major incidents are managed effectively, with appropriate communication, documentation, and post-incident reviews.
 
Process Improvement and Operational Excellence
- Evaluate existing service desk processes and implement improvements that enhance efficiency, accountability, and client satisfaction.
- Develop, standardize, and enforce Standard Operating Procedures (SOPs) across all support functions.
- Implement structured ticket triage, dispatching, escalation, and quality assurance processes.
- Establish quality control measures to ensure tickets are appropriately documented, accurately categorized, and properly resolved before closure.
- Oversee the accuracy of ticket documentation, technician labor entries, service records, and billing-related information.
- Identify opportunities to leverage automation, artificial intelligence, and workflow optimization to improve service desk operations.
- Ensure consistent adoption of IT service management best practices and operational standards.

HaloPSA and Service Management Optimization
- Oversee the effective utilization and continuous improvement of HaloPSA or comparable Professional Services Automation (PSA) platforms.
- Drive improvements in ticket workflows, automated routing, escalation procedures, reporting, and SLA tracking.
- Ensure accurate service desk reporting, technician utilization tracking, and operational data integrity.
- Collaborate with internal stakeholders to implement dashboards, automation, and service delivery enhancements.
- Utilize operational data to identify inefficiencies, improve resource utilization, and support informed business decisions.
 
Client Experience and Relationship Management
- Serve as a senior escalation point for high-priority client concerns and service delivery issues.
- Build and maintain strong relationships with key clients and internal stakeholders.
- Lead service recovery initiatives for dissatisfied clients, ensuring concerns are addressed through measurable corrective actions.
- Establish communication standards that promote transparency, responsiveness, and accountability.
- Monitor client satisfaction (CSAT) trends and implement strategies to improve the overall client experience.
- Partner with account management and executive leadership to ensure service delivery aligns with contractual commitments and client expectations.
 
Team Development and Performance Management
- Lead, coach, and develop support leadership and technical personnel to foster a high-performing, accountable organization.
- Establish individual and team performance metrics aligned with organizational objectives.
- Conduct performance evaluations, provide constructive feedback, and implement performance improvement plans when necessary.
- Identify staffing needs and participate in recruitment, hiring, onboarding, and employee development.
- Promote a culture of collaboration, technical excellence, professional growth, and continuous improvement.
Ensure appropriate training, knowledge transfer, and succession planning across the support organization.
 
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent professional experience.
- 8+ years of progressive experience in IT support, managed services, or technical service delivery operations.
- 5+ years of experience managing technical support teams, including leadership of supervisors, managers, or technical leads.
- Demonstrated experience leading a support organization of 20 or more technical personnel.
- Strong experience within a Managed Service Provider (MSP) environment supporting multiple client organizations.
- Proven track record of improving SLA performance, operational efficiency, ticket resolution quality, and client satisfaction.
- Strong technical understanding of Microsoft 365, Windows environments, cloud technologies, networking, and enterprise IT support.
- Experience managing escalations, major incidents, root cause analysis, and complex service delivery challenges.
- Working knowledge of PSA and ITSM platforms such as HaloPSA, ConnectWise Manage, Autotask, or ServiceNow.
- Experience developing operational KPIs, performance dashboards, staffing models, and service delivery reports.
- Strong understanding of ITIL principles, incident management, problem management, and service management best practices.
- Demonstrated ability to develop SOPs, implement process improvements, and lead organizational change.
- Excellent leadership, communication, analytical, and problem-solving skills.
- Ability to manage competing priorities and make sound operational decisions in a fast-paced environment.
 
Preferred Qualifications
- Direct experience managing service desk operations using HaloPSA , including SLA configuration, ticket workflows, automation, reporting, and technician utilization.
- Experience leading or transforming an underperforming MSP support organization.
Experience managing distributed teams, extended-hours support operations, or 24/7 service delivery environments.
- Familiarity with Microsoft GCC and GCC High environments.
- Experience supporting Defense Industrial Base (DIB) organizations or government contractors.
- Knowledge of cybersecurity and compliance frameworks, including CMMC, NIST SP 800-171, and DFARS.
- ITIL Foundation or advanced ITIL certification.
- Relevant Microsoft, CompTIA, or other industry-recognized technical certifications.
- Experience implementing service desk automation, AI-enabled support processes, and operational reporting solutions.
- Demonstrated success improving client retention, service recovery outcomes, and operational scalability.
 
What We Offer

ISI Enterprises is committed to providing a collaborative, innovative, and supportive work environment where employees can grow professionally while contributing to meaningful client missions.
- Competitive annual salary of $150,000–$170,000.
- Comprehensive medical, dental, and vision insurance.
- Generous paid time off and paid holidays.
- Opportunities for professional development, training, and career advancement.
- Leadership opportunity within a growing Managed Services organization.
- Opportunity to drive meaningful operational transformation and influence service delivery strategy.
- Collaborative work environment with experienced IT, cybersecurity, and executive leadership teams.
 
About Industrial Security Integrators, LLC (ISI Enterprises)

ISI Enterprises is a leading provider of managed IT services, cybersecurity solutions, and compliance-focused technology services supporting organizations operating in highly regulated environments, including contractors within the Defense Industrial Base (DIB).

Our mission is to help organizations strengthen their cybersecurity posture, modernize their IT infrastructure, and meet complex regulatory requirements, including CMMC, NIST SP 800-171, and DFARS.

Through our Managed Services Program, ISI delivers comprehensive IT support, cloud solutions, cybersecurity services, and ongoing technical expertise to help clients maintain secure, reliable, and compliant environments.

ISI Enterprises is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. We value innovation, collaborati