Director of Support Services (Bothell,WA)

ISOutsource•Bothell, WA

7d•Onsite

About The Position

This position is based in our Bothell, WA office. We can only consider candidates who currently live within a reasonable commuting distance or who are willing to relocate before their start date. Please apply only if you meet this requirement. The Opportunity ISOutsource (ISO) is a modern technology consulting firm at the forefront of change. We help organizations boost performance, streamline operations, and deliver exceptional service through smarter technology. Join a profitable, established company serving 500+ clients across the Western U.S. You’ll work in a fun, energetic, fast-paced environment where you’re encouraged to bring ideas, try new things, and keep learning—while staying focused on what matters most: our clients. We are looking for a Director of Support Services to take full ownership of ISOutsource's On Demand Support (ODS) function — Dispatch, the Support Desk, and Rapid Response. The role exists to consolidate front-line service delivery under a single, accountable leader, raise the quality bar across every client touchpoint, and modernize how ODS creates value for our clients and for the business. Our Core Values We are client centric. We are innovative. We are results driven. We pursue excellence. We are trustworthy. We empower our team. Why ISOutsource? Direct access to management and senior leadership Ability to define your niche and grow your career Exposure to a wide range of technologies and industries Monthly training and career development opportunities Collaborative, highly skilled team that shares knowledge Tons of room for growth, ISO has a long history of promoting from within. Strong emphasis on work/life balance

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.

Nice To Haves

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.
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.