Director of IT Service

Onni Group of Companies-posted 6 days ago
$150,000 - $200,000/Yr
Full-time • Director
Los Angeles, CA
101-250 employees
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GreyOwl is hiring a Director of Service to lead our end-to-end service organization across three core areas: Managed IT Service Delivery Infrastructure & Centralized Services CCTV Monitoring This role is accountable for service performance, operational maturity, customer experience, and team leadership. Overseeing the Service Manager, Infrastructure Manager and CCTV Manager you’ll establish the operating cadence, align priorities across teams, and drive measurable improvements to quality, responsiveness, and reliability.

  • Service Leadership & Operating Model Own the service organization’s strategy, operating cadence, and multi-quarter roadmap (people, process, tooling, and standards).
  • Lead weekly/monthly performance reviews across divisions and ensure consistent execution across dispatch, escalations, and communications.
  • Build a culture of accountability, documentation, continuous improvement, and customer-focused delivery.
  • Managed IT Service Delivery (MSP) Oversee day-to-day service delivery performance: SLAs, response/resolution times, ticket aging, escalations, and customer satisfaction.
  • Ensure dispatch/triage and queue management are consistent, efficient, and aligned to priorities.
  • Drive incident management, root-cause analysis, and problem management to reduce repeat issues.
  • Ensure ticket quality and operational hygiene in the PSA (process adherence, reporting, accurate time entry).
  • Infrastructure / Centralized Services Oversight Provide leadership for the centralized services function responsible for shared infrastructure/platform reliability and standardization.
  • Establish operational standards for uptime, change management, patching, maintenance windows, monitoring/alerting, and service health reporting.
  • Partner with Projects/Professional Services to ensure clean handoffs, documentation completeness, and production readiness.
  • CCTV Monitoring Division Oversight Lead the CCTV monitoring operation through the CCTV Manager: staffing models, training, escalation workflows, and performance KPIs.
  • Ensure monitoring quality, response procedures, and incident documentation meet internal standards and client expectations.
  • Drive continuous improvement: workflow optimization, SOPs/runbooks, QA programs, and appropriate tooling/process controls for monitoring operations.
  • People & Performance Management Directly manage managers (Service Manager, Infrastrucutre Manager, CCTV Manager) and support leadership development across the service organization.
  • Own hiring plans, onboarding/training, performance management, and capacity planning across service lines.
  • Establish clear expectations and measurable team goals tied to service outcomes.
  • Cross-Functional & Client Partnership Serve as an executive escalation point for high-impact incidents and customer issues.
  • Align service delivery with sales/account leadership, security, and project delivery to improve retention, reduce risk, and increase client health.
  • 8–12+ years in IT operations/service delivery, including senior leadership experience (managing managers or multi-team functions).
  • Strong experience in MSP service operations (dispatch, escalations, SLAs, ticket lifecycle, process maturity).
  • Demonstrated ability to run operational teams using KPIs and continuous improvement methods (ITIL-aligned experience a plus).
  • Familiarity with PSA-driven service operations.
  • Experience overseeing 24/7 or monitoring-style operations (ideal for CCTV division leadership), including SOPs, QA, incident response, and training programs.
  • Excellent communication skills—calm, clear, and effective with clients and internal stakeholders during escalations.
  • Competitive pay & a Comprehensive Benefits Package. Benefits include company-paid extended health care, dental care, vision care, life insurance, critical illness, and critical life insurance.
  • Annual Education Allowance
  • Generous Referral Program
  • Fun & collaborative company culture with lots of team building events
  • Local discounts to restaurants, clothing stores, personal training, and more
  • Free access to a fully equipped gym
  • Friends and Family rates for hospitality brands
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