Job Description

Job Description

Job Description

About ITCM

Join ITCM: Pioneering IT Solutions in San Diego Since 1985
At ITCM, we've been at the forefront of delivering cutting-edge IT solutions to small and medium enterprises in Southern California for over three decades. Our mission is to plan, develop, and manage IT infrastructures that drive business agility.

By integrating managed IT services with our cloud computing environment, we ensure our clients experience faster, more secure networks and optimized technology. Our holistic approach empowers businesses to reduce operational expenses, enhance efficiency, and gain access to enterprise-level support with minimized downtime.

Position Overview

We are seeking a results-driven Director of Technology to lead and scale our Service Delivery organization in a dynamic Managed Services Provider (MSP) environment. This executive-level role will oversee four critical PODs—Projects, Service, Support, and NOC—ensuring the high-performance delivery of IT services to our clients.

Reporting directly to the COO, this role is pivotal in driving operational excellence, maintaining metrics-based accountability, and executing strategies aligned with the Entrepreneurial Operating System (EOS) framework.

The ideal candidate is a proven leader with extensive MSP experience, a passion for people and processes, and a track record of managing technical teams and high-value client relationships.

Key Responsibilities

Service Delivery Leadership

· - Oversee four core Service Delivery PODs: Projects, Service (2), and NOC.

· - Ensure project planning, execution, and delivery meet scope, timeline, and budget.

· - Manage support operations, escalations, and SLA adherence across all tiers.

· - Lead proactive network monitoring, incident management, and overseas operations.

· - Define and manage clear objectives and accountability across all service teams.

Operational & Strategic Management

· - Partner with COO to align IT operations with overall business strategy.

· - Standardize documentation and service delivery processes across all PODs.

· - Lead EOS-based initiatives including L10s, scorecards, rocks, and IDS tracking.

· - Continuously evaluate tools and workflows for operational improvement.

Metrics & Performance Management

· - Define, track, and report KPIs to evaluate service performance.

· - Leverage data analytics to drive improvements and inform decision-making.

· - Present regular operational reports to the executive leadership team.

Client Success & Engagement

· - Act as a senior escalation point and relationship manager for strategic clients.

· - Collaborate with account management to align service strategy with business goals.

· - Lead strategic discussions with major clients to ensure ongoing satisfaction and value.

Team Leadership & Development

· - Mentor and develop POD leads and their teams for professional growth and high performance.

· - Implement training programs, certification tracking, and performance reviews.

· - Foster a culture of collaboration, accountability, and employee engagement.

Qualifications

Education & Experience

· - Bachelor’s degree in IT, Business, or related field (Master’s/MBA a plus).

· - 8+ years of IT operations experience, with 3+ in a senior MSP leadership role.

· - Hands-on experience managing project, support, and NOC teams in an MSP setting.

· - Proficiency with PSA/RMM platforms (e.g., ConnectWise, Kaseya, IT Glue).

· - Familiarity with EOS tools and implementation highly preferred.

Skills & Competencies

· - Strong leadership and team-building capabilities.

· - Deep knowledge of IT infrastructure, cloud (Azure, AWS), and cybersecurity.

· - Analytical mindset with exceptional communication and decision-making skills.

· - Adept at managing both people and process across technical domains.

Benefits

· - Competitive base salary + performance bonus

· - Health, dental, and vision insurance

· - 401(k) with company match

· - Certification and professional development support

· - Flexible PTO and remote work options

· - High-visibility leadership role in a collaborative MSP environment

Ready to Lead?

Join a growing MSP with a bold vision and a commitment to operational excellence. If you’re passionate about people, process, and performance—and thrive in a system-driven organization—this is your opportunity to lead.

Company Description

Join ITCM: Pioneering IT Solutions in San Diego Since 1985

At ITCM, we've been at the forefront of delivering cutting-edge IT solutions to small and medium enterprises in Southern California for over three decades. Our mission is to plan, develop, and manage IT infrastructures that drive business agility.

By integrating managed IT services with our cloud computing environment, we ensure our clients experience faster, more secure networks and optimized technology. Our holistic approach empowers businesses to reduce operational expenses, enhance efficiency, and gain access to enterprise-level support with minimized downtime.

Company Description

Join ITCM: Pioneering IT Solutions in San Diego Since 1985\r\n\r\nAt ITCM, we've been at the forefront of delivering cutting-edge IT solutions to small and medium enterprises in Southern California for over three decades. Our mission is to plan, develop, and manage IT infrastructures that drive business agility.\r\n\r\nBy integrating managed IT services with our cloud computing environment, we ensure our clients experience faster, more secure networks and optimized technology. Our holistic approach empowers businesses to reduce operational expenses, enhance efficiency, and gain access to enterprise-level support with minimized downtime.

Job Tags

Remote work, Overseas, Flexible hours, Night shift,

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