Director - Managed Services End User Operations

Tusker•Downers Grove, IL

1d•$150,000

About The Position

Tusker is a nationwide technology solutions and services company seeking a Director, Managed Services End User Operations. This key leadership role within the Managed Services organization is responsible for delivering an exceptional customer support experience across the managed services customer base. The position will lead teams responsible for end-user support, endpoint management, patching, updates, and daily operational support functions to ensure customer productivity and security. The Director will oversee a team of approximately 20-25 employees across multiple domestic and international locations, supporting a growing 24/7 service model. This role is pivotal in evolving the Service Desk from a traditional support function into a modern, scalable operation focused on standardization, automation, proactive support, and excellent customer experience. As a member of the Managed Services Leadership Team, the Director will collaborate with various leaders to deliver world-class managed services and support business growth. The ideal candidate is a service delivery leader who understands the strategic importance of a modern Managed Services organization, focusing on exceptional customer support, system improvements, process optimization, automation, and the overall operating model. They are comfortable engaging with engineers, customers, sales teams, and executive leadership, with a balanced focus on people, process, and technology. The role requires a forward-thinking approach to Managed Services, integrating talented teams with automation, AI, and operational discipline to achieve superior customer outcomes.

Requirements

7+ years of experience in IT service delivery, managed services, service desk operations, or similar environments.
Leadership experience managing service desk, endpoint, workplace technology, or IT operations teams.
Experience leading teams across multiple locations.
Strong understanding of Managed Services business models and customer expectations.
Experience with endpoint management, patching, monitoring, ticketing, and IT operations processes.
Experience working with PSA, RMM, documentation, and service management platforms.
Ability to understand statements of work, service offerings, and operational requirements.
Strong communication skills with the ability to work with both technical and business stakeholders.
Proven ability to improve processes, develop teams, and drive operational change.

Nice To Haves

Experience with tools such as ConnectWise, Intune, Automox, NinjaOne, Auvik, LogicMonitor, or similar technologies preferred.
Experience building or supporting 24/7 operations is strongly preferred.

Responsibilities

Lead the Managed Services Service Desk organization, including managers, engineers, and support resources across multiple locations.
Build and maintain a high-performing service organization focused on customer satisfaction, responsiveness, quality, and operational excellence.
Establish clear expectations around service delivery, ticket ownership, communication, escalation, and customer experience.
Develop and maintain operating processes that improve consistency and scalability across the organization.
Ensure the team delivers against contractual commitments, service level agreements, and customer expectations.
Partner with Service Operations and Managed Services leadership to continuously improve customer satisfaction metrics and service outcomes.
Own the operational delivery of endpoint management services, including patching, updates, configuration management, and ongoing endpoint health.
Develop standardized processes for managing customer endpoints at scale.
Partner with Infrastructure Operations and Managed Services Platforms & Automation teams to improve endpoint monitoring, remediation, automation, and reporting.
Identify opportunities to improve security, reliability, and efficiency through automation and modern endpoint management practices.
Ensure endpoint services align with cybersecurity, compliance, and customer requirements.
Lead the development and execution of a 24/7 support model using a combination of domestic resources and international resources in Macedonia.
Define processes, responsibilities, escalation paths, and handoffs required for successful around-the-clock support.
Create a consistent operating model between domestic and international teams.
Ensure customers receive the same level of service regardless of when support is provided.
Partner with Infrastructure Operations leadership to develop an integrated support model across Service Desk and Infrastructure Operations.
Partner with Practice Directors, Solution Architects, and Sales teams to support the growth of Managed Services.
Participate in customer conversations, solution discussions, and service improvement opportunities.
Understand customer requirements, statements of work, proposals, and service scopes.
Assist Solutions teams in developing service offerings, statements of work, pricing assumptions, and operational delivery models.
Identify opportunities to expand services, improve customer outcomes, and increase customer value.
Support customer retention by ensuring exceptional service delivery.
Partner with the Manager of Managed Services Platforms & Automation to identify opportunities to improve efficiency through automation, AI, and technology.
Help redesign processes to reduce manual effort and improve engineer productivity.
Drive adoption of tools, processes, and workflows that improve service delivery.
Use operational data and metrics to identify trends, challenges, and improvement opportunities.
Promote a culture of continuous improvement throughout the organization.
Serve as a key member of the Managed Services Leadership Team.
Work closely with the Director of Infrastructure Operations to provide a unified Managed Services operating model.
Partner with the Manager of Managed Services Platforms & Automation to ensure tools and processes support business objectives.
Develop strong relationships with technical teams, customers, sales teams, and practice leaders.
Build and mentor managers and future leaders within the Service Desk organization.
Lead organizational change while maintaining strong employee engagement and customer focus.