Director of Service

Directors of Service for VC3 are responsible for ensuring exceptional customer service is provided to all clients in their region and achieving the regional office’s business objectives. This full-time, permanent position will manage multiple teams within our service delivery model to provide our clients with best-in-class technical support. This region currently covers Georgia, Tennessee, and Minnesota, and will expand as VC3 grows.

Here’s what you will be responsible for:
  • Manage, prioritize, and support company initiatives and goals that are aggressive, yet obtainable and tied to company goals.
  • Provide leadership to and develop Service Managers and Engineers in their region.
  • Act as an escalation point for critical client issues, communicate, and manage communication with clients as needed. Ensure regional office staff are successful in establishing and maintaining relationships with all clients.
  • Manage and report on IT and business metrics and key performance indicators that measure success for the region. These include: CSAT, regional revenue and budget, documentation standards, client retention, and escalation and incident management.
  • Collaborate with other Directors of Service to ensure consistent operations across all regional offices.
  • Interface with VC3’s centralized operations, including Client Strategy, Proactive Services, Account Executives, HR, Finance, Data Center, Service Desk, and Application/Web Development.
  • Maintain the correct team headcount, skillset, and pay to meet client promises and achieve business goals for the region.
  • Act as a backup for Service Managers.
Here’s the experience we would like you to have:
  • Bachelor’s degree in computer science, MIS, ISQS, engineering, business, or related field preferred.
  • 10+ years in IT field with at least 4 years of management experience.
  • Strong interpersonal and communication skills with the ability to build effective working relationships, solicit cooperation, and resolve conflicts with a variety of stakeholders both internally and externally.
  • Knowledge of IT applications, processes, software, and equipment and how technology is used to provide IT services.
  • Ability to propose, promote, collaborate, and execute strategic corporate initiatives.
  • Experience working with municipal clients or in a municipal environment is a plus.

It would be great if you had any experience with these... but if not we will teach you:

  • ConnectWise
  • Labtech
  • Office 365, including SharePoint, Exchange, and OneDrive
  • Excel
  • Familiarity with the EOS model
And, here is some additional info you will want to know:
  • Travel Requirements: as needed, must have reliable transportation and valid driver’s license.  Limited overnight travel on a monthly and quarterly basis.
  • Applicant selected will be subject to department of motor vehicles, credit, and criminal background checks, including meeting eligibility requirements for access to classified information.
  • VC3 offers great benefits, including:
    • National health insurance coverage with two plan options
    • FSA (flexible spending account) for health and/or dependent care
    • HSA (health savings account)
    • Vision and dental plans for you and your dependents
    • 100% company paid basic life and long-term disability insurance
    • 401k with a company match
    • And more!

Job Location
Remote
Remote work possible
Date posted
August 16, 2022
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Position: Director of Service

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