Titan Professional Resources is seeking an experienced Director of IT Service Delivery to lead service desk, engineering, and project teams in a fast-paced MSP environment. This role requires strong leadership, technical expertise, and a focus on operational excellence to ensure secure, reliable, and scalable IT services for clients. This position is direct hire offering excellent perks!
Director of IT Service Delivery Key Responsibilities
- Lead and mentor technical teams, fostering a client-focused, high-performance culture.
- Oversee daily service desk operations, ensuring timely response and resolution.
- Guide senior engineers in escalations, architecture decisions, and advanced troubleshooting.
- Manage project delivery, ensuring timelines, budgets, and quality standards are met.
- Serve as a senior escalation point for key clients and support account management in reviews and roadmaps.
- Track and report KPIs (SLA compliance, MTTR, customer satisfaction, resource utilization).
- Participate in budgeting, vendor management, and resource planning.
Director of IT Service Delivery Qualifications
- 7–10+ years in IT service delivery or operations, with 3–5 years in leadership.
- Strong MSP experience including PSA/RMM platforms, ITIL/ITSM practices, and managed security tools.
- Proven ability to manage service desk operations, technical teams, and projects.
- Excellent communication skills with ability to present technical concepts to non-technical stakeholders.
- Experience with budgeting, forecasting, and vendor management.
- MSP operational expertise and resource balancing.
- Technical breadth across cloud (Microsoft 365/Azure), networking, servers, and security tools.
- Strong leadership, coaching, and conflict resolution skills.
- Strategic thinker with a focus on process improvement and client satisfaction.