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# Director IT Support Services

- **Company:** FOREFRONT HOSPITALITY, LLC
- **Location:** Hiawatha, IA, United States
- **Salary:** $120,000.0 - $200,000.0
- **Contract:** Permanent contract
- **Skills:** Network Service, Zabbix, Document Enterprise Platform, Information Technology, Network Support
- **Published:** August 3, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=37a1a34cb647bf22

## About the Role

* Proven experience managing technical support teams in an MSP or IT services environment.
 * Strong background in systems, networks, or user support; must lead across all areas.
 * People-first leadership style, with experience in performance reviews and mentoring.
 * Excellent communication skills, including client-facing interactions and internal escalation handling.
 * Experience with PSA, RMM, and documentation platforms (ServiceDesk Plus, Zabbix, BookStack, etc., a plus).
 * Comfortable with metrics-driven decision making and continuous process refinement.
 * Ability to juggle multiple responsibilities, prioritize escalations, and maintain composure under pressure.

## Description

We're hiring a hands-on, people-focused Director of Support Services to lead the daily operations of a growing managed IT services provider. This role oversees the Support Services Team, which includes specialists in end-user support, systems administration, and network services. The ideal candidate will be deeply involved in technician performance, client engagement, and operational excellence-serving as both a technical escalation point and a leader focused on service quality and team growth.

What You'll Do

 * Lead and guide the Support Services Team (end-user, system, and network support).
 * Evaluate and manage technician performance, conduct regular 1:1s, and ensure bonus eligibility goals are met.
 * Act as a senior escalation point for high-complexity or unresolved support cases.
 * Monitor ticket queues and technician workloads to ensure balanced distribution and timely response.
 * Maintain and refine SOPs for support workflows and onboarding tasks.
 * Assist with new client onboarding to ensure a smooth transition into support services.
 * Lead and attend client engagement meetings, addressing open cases, project updates, and client concerns.
 * Identify client trends from support activity and escalate key improvement opportunities to strategic teams.
 * Ensure team-generated documentation is complete, consistent, and maintained over time.
 * Hire and onboard new team members based on growing demand; manage offboarding when necessary.
 * Oversee service center scheduling to ensure adequate coverage across holidays, PTO, and on-call rotations.
 * Champion process improvement initiatives that reduce reactive support demand and enhance service delivery.
 * Work with engineering, compliance, and vCIO teams to resolve issues and support strategic goals.
 * Advocate for continued learning and skill development within the team.


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