Director of Support Services (Bothell,WA)

ISOutsource•Bothell, WA

9d•$160,000 - $210,000•Onsite

About The Position

ISOutsource (ISO) is a modern technology consulting firm seeking a Director of Support Services to take full ownership of the On Demand Support (ODS) function, which includes Dispatch, the Support Desk, and Rapid Response. This role is crucial for consolidating front-line service delivery under a single leader, enhancing the quality of client interactions, and modernizing how ODS delivers value to clients and the business. The position is based in Bothell, WA, and requires candidates to live within commuting distance or be willing to relocate.

Requirements

10+ years of experience in IT support, service operations, or managed services.
5+ years in a director-level role with responsibility for service delivery and operational performance.
Proven experience leading support organizations through growth, modernization, and continuous improvement initiatives.
Strong experience with ITIL or comparable IT service management frameworks.
Ability to lead through change while balancing strategic priorities and operational execution.
Proven success leading and scaling service delivery, support operations, or managed services organizations.
Strong experience managing SLA-driven, client-facing operations with measurable improvements in quality, efficiency, and customer satisfaction.
Demonstrated success driving operational transformation, process improvement, and automation initiatives.
Experience building and developing leadership teams and managing multi-tier support organizations.
Strong understanding of ITSM best practices, service management frameworks, ticketing systems, and operational reporting.
Excellent communication and executive presence, with the ability to engage clients, senior leadership, and cross-functional stakeholders.
Experience managing budgets, forecasting, KPIs, and operational performance.
Must currently live within a reasonable commuting distance of Bothell, WA, or be willing to relocate.

Nice To Haves

MSP or consulting experience strongly preferred.

Responsibilities

Lead and evolve ISOutsource's On Demand Support (ODS) organization, including Dispatch, Support Desk, and Rapid Response teams.
Own service delivery performance, ensuring achievement of SLAs, client satisfaction, operational efficiency, and service quality goals.
Drive the modernization of service delivery through process improvement, workflow optimization, automation, and scalable operating models.
Build, mentor, and develop high-performing leaders and teams while fostering a culture of accountability, ownership, and exceptional client service.
Establish operational metrics, quality standards, and reporting to drive continuous improvement and data-driven decision-making.
Partner closely with Engineering, Security, Account Management, Product, and Project teams to ensure seamless service delivery and client outcomes.
Lead capacity planning, staffing strategy, resource management, and operational readiness across all support functions.
Serve as an executive escalation point for major incidents and complex client issues.
Own ODS budgeting, forecasting, and operational efficiency initiatives while supporting business growth and service innovation.