Director of Client Services

Accountabilities: You will provide strategic and operational leadership across IT infrastructure and client services, balancing service quality, technical performance, security, and business priorities. IT Strategy and Governance Align IT operations and service delivery strategies with organizational objectives. Establish and enforce IT policies, service-level agreements (SLAs), and implementation requirements in support of ISO 9001, ISO 20000-1, ISO 27001, and CMMI frameworks. Advise executive leadership on IT operations, capacity planning, and resource optimization. Contribute to IT infrastructure and service budgeting, including cost management and resource allocation. Infrastructure and Systems Management Oversee cloud, on-premises, and hybrid IT environments. Direct IT operations across service desk and endpoint delivery systems, with a focus on Windows, Azure Virtual Desktop, Windows 365, and Microsoft Intune management. Ensure the availability, scalability, performance, and security of endpoint systems. Evaluate and implement emerging client services technologies to strengthen compliance and business productivity. Service Delivery and Support Define, monitor, and improve service delivery KPIs. Maintain high standards of IT service performance and customer satisfaction. Oversee major incident management, root cause analysis, and problem resolution processes. Serve as the technical escalation point for service management challenges. Security and Compliance Collaborate with security teams to implement and maintain cybersecurity best practices. Support organizational compliance with CMMC requirements through effective policies, controls, and operational practices. Contribute to disaster recovery and business continuity planning. Vendor and Stakeholder Management Support contract negotiations with technology vendors and service providers. Manage third-party relationships involving infrastructure, software, and consulting services. Act as the primary service and operations liaison between IT and other business units. Team Leadership and Development Lead IT operations teams, encouraging professional development and strong performance. Establish succession plans and staff training programs. Promote a culture of innovation, collaboration, inclusion, and accountability. Act as an internal escalation point for personnel-related and client-facing technical issues. Lead and support cross-functional service delivery teams. Requirements The successful candidate will bring extensive IT operations experience, proven management capabilities, and the strategic perspective needed to oversee complex technology environments and deliver reliable services. At least 10 years of professional experience in IT, including 3–5 years in a management role within service desk, infrastructure, or IT operations. Bachelor's or Master's degree in Information Technology, Computer Science, Business Management, or a related field, or equivalent professional experience. Strong understanding of IT infrastructure, cloud services, enterprise applications, and security technologies, particularly Microsoft Azure, ServiceNow, and Adobe Cloud. Experience aligning IT strategies and operational priorities with broader business objectives. Financial acumen, including experience with IT budgeting, cost control, forecasting, and resource planning. Knowledge of IT service management and process optimization methodologies, including ITIL, CMMI, Lean Six Sigma, and Helpdesk Institute (HDI) practices. Familiarity with security governance, risk management, and regulatory compliance frameworks, particularly CMMC. Proven ability to manage teams, influence stakeholders, negotiate with vendors, and communicate technical priorities to executive leadership. Strong incident and problem management expertise, including identifying recurring issues, analyzing root causes, and implementing sustainable solutions. Experience overseeing large-scale IT initiatives and cross-functional projects. Excellent leadership, communication, organizational, and decision-making skills. Preferred Certifications (Not Mandatory): ITIL v4. Lean Six Sigma. Project Management Professional (PMP) or equivalent project management certification. Helpdesk Institute (HDI) certification. PRINCE2 or other recognized project management qualifications. Benefits Annual salary: $180,000–$210,000 USD. Fully remote, work-from-home arrangement. 100% company-paid employee medical, dental, and vision insurance. 401(k) retirement plan with company matching and a Roth IRA option. Employer-paid life insurance and Accidental Death and Dismemberment (AD&D) coverage. Short-term and long-term disability insurance. Flexible Spending Accounts (FSAs). Professional development opportunities. Paid time off and holidays. Additional employee perks and discounts.