IT Services Director

- Lead, mentor, and oversee the Network and IT Services teams - Establish performance expectations, KPIs, and accountability standards - Promote a culture of professionalism, continuous improvement, and customer-first service - Support recruitment, onboarding, training, and professional development of team members - Conduct performance evaluations and plan career trajectories for team members - Oversee the end-to-end delivery of managed IT services to ensure SLA compliance and client satisfaction - Develop and enhance service delivery processes for increased efficiency and scalability - Ensure proactive monitoring, incident response, escalation management, and resolution practices are adhered to - Maintain stringent standards of security, documentation, and operational best practices - Collaborate with account management to uphold strong client relationships - Formulate and implement strategic plans for the growth and scalability of the IT Services department - Identify avenues to expand service offerings and improve profit margins - Assess and adopt new technologies, tools, and service platforms - Drive operational maturity, automation, and standardization across service delivery - Engage in budgeting, forecasting, and financial planning for the department - Oversee project planning, coordination, and execution across managed services initiatives - Ensure projects are completed on schedule, within scope, and budget - Coordinate efforts among network engineers, support staff, vendors, and clients - Manage resource allocation and prioritize projects - Monitor project performance metrics and provide reporting to executives - Serve as an escalation point for intricate technical or service-related challenges - Participate in strategic client meetings and quarterly business reviews as required - Develop and maintain relationships with technology vendors and strategic partners - Negotiate contracts and oversee vendor performance - Ensure adherence to security standards, data protection policies, and industry best practices - Manage risk, backup strategies, disaster recovery planning, and cybersecurity initiatives - Uphold documentation standards and operational transparency