Description

About ISG Technology

At ISG Technology, we're unlocking possibilities for our clients by providing IT services that help drive business growth. We're freeing them from the burdens of day-to-day IT maintenance, securing their networks, protecting their data and helping them design, implement and manage their IT infrastructure. And we've been doing it for over four decades.

Join in on the Success

As part of the Twin Valley Family of Companies and a fourth-generation family business, ISG Technology has grown and evolved into a recognized leader in the Midwest by aligning our success with the long-term success of our clients. We are consistently recognized in CRN’s Top Managed IT Service Providers in the nation, most recently as part of the Security 100 for excellence in managed security offerings.

But all those accolades take second stage to our Customer Satisfaction Scores (CSAT), which have consistently been 97% while our Net Promoter Score is 70, compared to the industry average of 47. If you're the type that takes pride in providing world-class support, you may have what it takes!

Job Summary: The Technical Services Director, Professional Services, directs and oversees the Professional Services, Pre-Sales Engineering & Solutions Architecture, and Implementation Engineering department’s day-to-day operations. Responsible for team performance and adherence to company quality, IT engineering, and security standards, development of benchmarks for professional services management deliverables, and driving strategic long-term maturity goals for the professional services, pre-sales engineering, solution architecture, and MSP implementation engineering departments.

Key Accountabilities:

1. LMA
2. Professional Service, Pre-Sales Engineering, & Implementation Team Leadership
3. Multi-Department P & L Management
4. Profitability of Engineering Resources & Departments
5. Engineering Utilization / Forecast
6. Engineer Quality / Performance Management
7. Oversight – Engineering Certification Requirements

What you bring to the position:

• You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company.
• You embrace change and have the resilience required to continually improve yourself.
• You understand the need to collaborate with your team members and other departments.
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service.
• You are a self-starter who is prepared to develop and execute your plan and deliver quarterly goals on a consistent basis.
• You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment.

You successfully fulfill the following essential duties and responsibilities:

You will provide SUPERVISORY RESPONSIBILITES to the position by:

• Maintaining direct leadership for all engineering staff.
• Providing mentorship and support to engineering team members.
• Monitoring financial and operational metrics to measure achievement of organizational objectives.
• Developing and implementing policies, objectives, and initiatives.

You will provide STRATEGIC OVERSITE to the position by:

• Ensuring all engineering services operations adhere to company standards.
• Working with internal and external stakeholders to prioritize Professional Services resources.
• Managing day-to-day execution of professional services operations.
• Overseeing the planning, tracking, documentation, and training of all professional services personnel.
• Identifying potential risks involved in the PS processes.

You will use your COLLABORATIVE SKILLS to:

• Work with members of the Internal Services teams to support both professional services engagements and projects.
• Lead and organize cross-functional teams.
• Support the Company by completing all other job duties assigned.

You will use your TECHNICAL SKILLS to:

• Maintain engineering skills sufficient to evaluating the technical capabilities of subordinate personnel.
• Stay abreast on continuous improvement initiatives.
• Exercise solid decision-making skills combined with strong business acumen.
• Provide security and technical incident management as needed.

You will meet the following educational, licensing, certification and work experience requirements:

• Technical Bachelor’s Degree, or equivalent experience required.
• Experience in IT/Technical Operations functionality, including experience dealing with customers, and internal teams, typically gained over 8-15 years.
• Experience working for an established managed or cloud services provider (MSP/CSP) preferred.
• Hold and maintain a valid driver’s license.

You are able to work in the following environmental and working conditions:

• Prolonged periods of sitting at a desk and working on a computer and phone.
• Work in a general office environment.
• Travel to client and prospect locations with varying conditions.
• You have mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation.