Director of IT Service

Onni Group-posted 2 days ago
Full-time • Director
Los Angeles, CA
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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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