## About the Role

This leadership position is responsible for Remote Support and Systems Engineering within a managed services environment serving highly regulated organizations. The focus is on bringing structure, accountability, and consistency to technical operations so clients receive secure and dependable support at scale.

The role sets the direction for remote service operations, improves service quality, and strengthens the processes needed for a 24x7x365 support model. It also plays a major part in workforce planning, capacity management, budgeting, and performance reporting.

This position works closely with Service Delivery, Professional Services, Security, Client Success, Sales, Product, and executive leadership. It also serves as a trusted advisor on growth, transformation, and acquisition-related initiatives.

## Key Responsibilities

– Lead the Remote Support and Systems Engineering teams while building a culture of accountability, collaboration, and continuous improvement.
– Define and execute the strategy for Remote Service Operations in alignment with business goals.
– Manage service performance across SLA achievement, backlog health, utilization, escalations, operational efficiency, and client satisfaction.
– Set expectations, coach leaders, and develop high-performing technical teams.
– Mature ITIL-based Incident, Problem, Change, Request, and Major Incident Management processes.
– Standardize operational processes, documentation, quality assurance, and governance to improve consistency and scalability.
– Ensure readiness for a 24x7x365 support model through workforce planning, capacity management, and business continuity planning.
– Drive process improvement, automation, and tooling initiatives that improve efficiency and service quality.
– Oversee ServiceNow and related ITSM platforms to strengthen visibility, reporting, and governance.
– Manage departmental budgets, forecasting, resource planning, and operational financial performance.
– Monitor capacity, utilization, and staffing models to support growth.
– Build executive reporting and dashboards that provide insight into service performance and business trends.
– Partner across service delivery, professional services, security, client success, sales, product, and executive leadership.
– Advise senior leadership on operational priorities, organizational growth, transformation, and acquisition efforts.

## Required Skills

– 10+ years of progressive leadership experience in an MSP, MSSP, or enterprise technology services organization.
– Experience leading Remote Support, Systems Engineering, Technical Operations, or similar service organizations.
– Proven experience leading leaders, building high-performing teams, and supporting organizational growth.
– Strong knowledge of ITIL principles, ITSM best practices, and ServiceNow or comparable platforms.
– Demonstrated success improving operational performance through process optimization, automation, and continuous improvement.
– Strong financial acumen, including experience with budgets, forecasting, capacity planning, utilization, and executive reporting.
– Excellent communication, relationship-building, and executive presence.
– Strong analytical and strategic problem-solving skills.
– Data-driven approach to operational leadership.

## Preferred Skills

– Experience with organizational transformation, rapid growth, or M&A integration.

## Cloud Platforms & Technologies

– **IT Service Management:** ServiceNow, ITIL-based processes, comparable ITSM platforms.

## Compensation

– Annual base salary range: **$150,000 – $230,000**
– May be eligible for additional bonus or incentive opportunities
– Compensation is based on skills, experience, geographic location, applicable laws, and role level

## Benefits

– Medical, dental, and vision coverage
– Flexible Spending Account (FSA)
– Health Reimbursement Account (HRA)
– Health Savings Account (HSA)
– 401(k)
– Life insurance
– Disability insurance
– Paid parental leave
– Holiday pay
– Flexible vacation and sick days
– Observed company holidays, including your birthday off
– Spot bonuses for demonstrated excellence
– Community and social events
– Learning and development opportunities
– Flexible working life
– $100 well-being allowance
– Additional health and wellness perks

## Why You Might Be Interested

This role offers the chance to lead critical technical operations in a business serving regulated clients. It combines team leadership, service management, operational governance, and executive reporting in a position with meaningful influence. The scope includes process improvement, capacity planning, budgeting, and cross-functional partnership. It may suit experienced leaders who want ownership, visibility, and the opportunity to help shape scalable service delivery.