Director, Managed Services-Voice & Services

Segra•Charlottesville, VA

15h•$116,025 - $145,110•Hybrid

About The Position

Segra is seeking a Director, Managed Services – Voice & Services to lead operational functions across Managed Services. The role is accountable for technical escalation for all voice services and customer onboarding across the Managed Services portfolio, including Voice, SD-WAN, and Security. The Director leads multiple teams and team leaders across escalation and onboarding functions, with responsibility for resolving complex service-impacting issues, onboarding customers at scale, and delivering predictable, high-quality service. Operating across engineering, operations, and customer experience, the Director provides executive-level leadership for escalations, onboarding execution, and continuous operational improvement. The role serves as the technical escalation point for voice services and as the executive escalation interface for high-impact customer and platform issues. This is a hybrid role requiring at least three days each week in a Segra office and allowing remote work two days each week. Segra provides connectivity, cybersecurity, voice, cloud, and colocation solutions through its fiber-optic infrastructure and emphasizes customer-focused service and investment in the communities it serves.

Requirements

At least 10 years of experience in telecommunications, managed services, or technology operations.
Demonstrated leadership of technical escalation teams and/or onboarding organizations.
Strong background in voice services, including UCaaS, SIP, SBCs, and call routing.
Experience supporting multi-product managed services environments across voice, networking, and security.
Prior experience leading managers and senior technical staff.
Bachelor’s degree in information technology or information systems, or an equivalent combination of relevant education and experience.
Ability to lead multiple complex technical teams and team leaders focused on service delivery and escalation.
Deep understanding of voice technologies, managed services operations, and onboarding workflows.
Strong systems-thinking and root-cause analysis capabilities.
Ability to operate calmly and decisively during high-severity events.
Strong cross-functional leadership and executive communication skills.
Data-driven approach to prioritization, resourcing decisions, and process improvement.

Responsibilities

Lead multiple teams and team leaders across technical escalation and customer onboarding functions.
Own the teams, processes, and outcomes involved in resolving complex service-impacting issues.
Oversee customer onboarding at scale across Voice, SD-WAN, and Security managed services.
Ensure predictable, high-quality service delivery.
Serve as the technical escalation point for all voice services.
Provide an executive escalation interface for high-impact customer and platform issues.
Lead continuous operational improvement.