Director IT Service Desk

Overview

Title
:
Director, IT Service Desk
Location
:
Fort Lauderdale, FL
Duration
:
Direct Hire
Compensation
: $115,000 - $160,000 per year
Work Requirements
: US Citizen, GC Holders or Authorized to Work in the U.S.

Director IT Service Desk

• Lead day-to-day operations across service desk, support pods, and client engineering teams.
• Own delivery execution through HaloPSA, including SLAs, escalations, ticket workflows, and reporting.
• Define and implement first-touch resolution strategies to drive client satisfaction and efficiency.
• Establish and manage operational KPIs (MTTR, FCR, CSAT, backlog aging, utilization, etc.)
• Drive consistency, documentation, and repeatable delivery processes across pods.
• Maintain a high standard of accountability, teamwork, and client focus across the organization.

• Coach and mentor 3040 staff including team leads, pod managers, and support engineers.
• Conduct regular performance reviews, career path planning, and succession development.
• Champion employee retention and engagement while scaling hiring for growth.

• Collaborate with Engineering, Cybersecurity, Compliance, and Project Management to deliver seamless services.
• Partner with Sales and Account Management to support pre-sales and QBRs for existing clients.
• Translate business growth into hiring, tooling, and process decisions across the delivery organization.

• Build and manage budgets and recurring revenue streams.
• Own budgeting and resource forecasting for Managed Services.
• Optimize team structure, shift coverage, and capacity models for 24x7 support when applicable.
• Identify opportunities for automation, cost reduction, and service improvement.
• Analyze operational data for improvements; implement automation and system enhancements.
• Monitor and report metrics to executive stakeholders.

• Act as senior escalation point for critical issues and executive client escalations.
• Own service delivery reviews and executive reporting (monthly/quarterly business reviews).
• Ensure onboarding of new clients follows a structured, high-touch transition into Managed Services.

• Partner with internal and client-facing cybersecurity teams to ensure compliance alignment.
• Maintain a Zero Trust mindset and reinforce security awareness within the delivery organization.

• 10+ years of leadership in IT Managed Services or external-facing IT operations.
• 5+ years managing technical teams (30+ FTEs) and operating at the senior leadership or VP level.
• Proven experience delivering and scaling managed services within a high-touch or high-compliance environment.
• Expertise using a PSA platform to manage service operations.
• Strong command of SLA creation, KPI reporting, and ITIL-based delivery best practices.
• Experience aligning delivery teams with cybersecurity, compliance, and governance frameworks..
• Comfortable owning budgeting, resource planning, and cross-functional coordination.
• Exceptional communication, leadership presence, and customer relationship skills.
• Bachelor degree in IT, Engineering, Business, or related discipline (Masters or ITIL certification a plus).

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities.

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INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities

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