Director, IT Service Delivery

Insight Global is seeking a Director of IT Service Delivery, for a full-time opportunity with a Managed IT Services Provider in the Wayne, PA area. This person will Direct 6 Service Desk pods (approximately 6-20 resources per pod), along with an off-shore L1 team that support a wide array of clients. This Director will continue to improve on processes and procedures for the Service Desk, and will also build relationships with clients directly. They will own the execution and continuous improvement of IT service delivery across client environments, ensuring services are delivered consistently, efficiently, and in alignment with service level agreements (SLAs), KPIs, and contractual commitments. Additionally, this Director will monitor service performance metrics and operational data to proactively identify risks, recurring issues, and service gaps.

Occasional travel to client sites and other offices will be part of this role.

7+ years experience in the Managed IT Services space

• Director level experience overseeing MSP Service Desk operations

• Strong client interaction/de-escalation skills

• ConnectWise experience

• Experience managing both on-shore and off-shore teams

• Experience managing/directing teams of 20+