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IT Engineering Services Director

Role Overview
Title: IT Engineering Services Director
Level: Grade 40 or 50 depending on experience
Salary: Including Company bonus incentives: $100,000 – $150,000 depending on experience
Reports To: Principal
Location: Reno NV or Sacramento CA
Work Site: In office Monday – Thursday, Fridays are a work from home benefit

TO APPLY for this role go HireSelect, This link is our pre hire evaluation and testing process. We are committed to finding the best team members that are the best fit to join our team. This process helps us ensure that your career goals and our roles are mutually beneficial.

Core Role Summary

We are seeking an inspirational and dynamic leader and manager of our IT Engineering Teams and is part of our Company Senior Leadership Team. The IT Engineering Services Director leads our Service Desk, Proactive & Protective Service, Professional Service, and Client Advisement & Consulting Teams. This role involves leading, managing and delivering exceptional IT services in providing technical assistance, maintaining Client Satisfaction metrics, resolving Client technical escalations, and promoting our company principles internally and externally. The successful candidate will drive continuous improvement of our service and best practices processes to ensure reliable, high-quality Client support.

Leverage IT Consulting is a regional IT management company with offices in Reno and Sacramento. We provide our Clients professional IT services by applying proven IT management principles, IT Best Practices, and technologies required to significantly enhance the performance of, and improve service and support for our client’s business technology, security, applications and infrastructure.

This position is located either in Reno Nevada or Sacramento California.

We are an Open Book Management company where we work with the entire company to openly share the company’s performance, direction and decisions that make us a best in class technology service firm. We provide business success incentives, profit sharing, Engineering SLA incentives, a matching 401K plan, health benefits, company celebrations, and supportive individual development. We provide professional technology careers; we do not provide a place where people clock in, clock out and just collect a paycheck. We foster an environment of lifelong learning, continual advancement and professional growth. We share in the success of our company and as our company grows and becomes more successful, we share in that success. We work as a high performing team, helping and compensating with each other, as needed to, make us an even stronger Team.
Key Responsibilities
  • General Management:
    • Participate as part of the Senior Leadership Team in general company management
    • Manage IT Engineering Service Teams, coordinate tasks and escalations.
    • Report performance KPIs and SLAs across all engineering teams.
    • Discover and implement process improvements.
    • Develop Team Members in alignment with company needs and processes.
    • Maintain company culture aligned with our Core Principles and Values.
    • Participate in industry Peer Groups.
  • Service Desk:
    • Manage Engineering Services Team Member performance.
    • Conduct weekly 1:1 sessions with team members.
    • Manage and achieve departmental SLAs and KPIs.
    • Maintain and improve service desk procedures and checklists.
    • Train and coach team members for career development.
    • Create and monitor service quality reports and dashboards.
  • Professional Services:
    • Oversee project management ensuring alignment with Client and company strategies.
    • Collaborate with Project Leads for staffing and execution.
    • Maintain project management documentation and procedures.
    • Manage Professional Service and project KPIs.
  • Proactive & Protective Services:
    • Manage proactive service team and client support tools.
    • Monitor performance against KPIs and SLAs.
    • Assist in tool evaluation, testing, and implementation.
  • Client Advisement & Consulting:
    • Ensure timely delivery of Client advisement documents.
    • Conduct Client Best Practice Alignment testing.
Must-Have Skills
Desired Experience and Skills
Required Qualifications
Performance Metrics
Aplication process

TO APPLY for this role go HireSelect, This link is our pre hire evaluation and testing process. We are committed to finding the best team members that are the best fit to join our team. This process helps us ensure that your career goals and our roles are mutually beneficial.

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