Lead Midmarket Resolution Support Services across Customer Service and Resolution Center.
Drive customer satisfaction, SLA compliance, and performance metrics.
Partner with Pre-Sales, Post-Sales, and Sales to forecast demand.
Oversee resource planning and KPI-driven performance management.
Guide onboarding and ongoing delivery of managed services.
Implement scalable processes and governance across client segments.

🎯 Requirements

Bachelor's degree required; MBA strongly preferred.
12–15+ years in managed IT/services; 7+ years leading leaders.
Executive-level experience in SMSP or recurring revenue; service delivery at scale.
Deep ITIL expertise; modern service management and continuous improvement.
Proven ability to scale multi-site/global teams; leadership bench strength.
Strong cross-functional alignment with Sales/PreSales/CS/Delivery.

🎁 Benefits

Full Benefits
Medical
Dental
Vision
401K match
7 company holidays + generous PTO

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