{"id":1751965,"url":"https://alion.io/job/tusker-director-managed-services-end-user-operations","title":"Director - Managed Services End User Operations","company":{"id":456059,"name":"Tusker","domain":"tuskerco.com","url":"https://alion.io/company/tusker-4","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Downers Grove, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":108000,"max_usd":192000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":225},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-02T21:29:44Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-23T11:21:22Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"Tusker is a nationwide technology solutions and services company helping organizations solve complex IT challenges and move their businesses forward. Our expertise spans cloud infrastructure, cybersecurity, managed services, modern workplace, AI, and more. We’re a growing team that values strong relationships, fresh thinking, and doing great work-for our clients and for each other. It all comes back to a simple philosophy that guides who we are: People First. Always.\nWe are seeing a Director, Managed Services End User Operations who will be a key leader within the Managed Services organization responsible for delivering an exceptional customer support experience across our managed services customer base. This role will lead the teams responsible for end-user support, endpoint management, patching, updates, and daily operational support functions that enable our customers to be productive and secure.\nThe Director will oversee a team of approximately 20-25 employees across multiple locations, including domestic resources and international resources supporting our growing 24/7 service model. This role is responsible for evolving our Service Desk from a traditional support function into a modern, scalable operation built around standardization, automation, proactive support, and excellent customer experience.\nThe Director will be a member of the Managed Services Leadership Team and will partner closely with the Vice President of Managed Services, Director of Infrastructure Operations, Manager of Managed Services Platforms & Automation, Practice Directors, Solution Architects, and Sales teams to deliver world-class managed services and support business growth.\nThe ideal candidate is a service delivery leader who understands that a modern Managed Services organization is more than a help desk. They understand how to deliver exceptional customer support while also improving the systems, processes, automation, and operating model behind that support. They are comfortable working with engineers, customers, sales teams, and executive leadership. They are equally focused on people, process, and technology and understand that the future of Managed Services requires combining talented teams with automation, AI, and operational discipline to deliver better outcomes for customers.\nKey Responsibilities\nService Desk Leadership and Delivery\nLead the Managed Services Service Desk organization, including managers, engineers, and support resources across multiple locations.\nBuild and maintain a high-performing service organization focused on customer satisfaction, responsiveness, quality, and operational excellence.\nEstablish clear expectations around service delivery, ticket ownership, communication, escalation, and customer experience.\nDevelop and maintain operating processes that improve consistency and scalability across the organization.\nEnsure the team delivers against contractual commitments, service level agreements, and customer expectations.\nPartner with Service Operations and Managed Services leadership to continuously improve customer satisfaction metrics and service outcomes.\nEndpoint Operations and Management\nOwn the operational delivery of endpoint management services, including patching, updates, configuration management, and ongoing endpoint health.\nDevelop standardized processes for managing customer endpoints at scale.\nPartner with Infrastructure Operations and Managed Services Platforms & Automation teams to improve endpoint monitoring, remediation, automation, and reporting.\nIdentify opportunities to improve security, reliability, and efficiency through automation and modern endpoint management practices.\nEnsure endpoint services align with cybersecurity, compliance, and customer requirements.\nBuilding 24/7 Managed Services Capabilities\nLead the development and execution of a 24/7 support model using a combination of domestic resources and international resources in Macedonia.\nDefine processes, responsibilities, escalation paths, and handoffs required for successful around-the-clock support.\nCreate a consistent operating model between domestic and international teams.\nEnsure customers receive the same level of service regardless of when support is provided.\nPartner with Infrastructure Operations leadership to develop an integrated support model across Service Desk and Infrastructure Operations.\nBusiness Growth and Customer Expansion\nPartner with Practice Directors, Solution Architects, and Sales teams to support the growth of Managed Services.\nParticipate in customer conversations, solution discussions, and service improvement opportunities.\nUnderstand customer requirements, statements of work, proposals, and service scopes.\nAssist Solutions teams in developing service offerings, statements of work, pricing assumptions, and operational delivery models.\nIdentify opportunities to expand services, improve customer outcomes, and increase customer value.\nSupport customer retention by ensuring exceptional service delivery.\nOperational Improvement and Automation\nPartner with the Manager of Managed Services Platforms & Automation to identify opportunities to improve efficiency through automation, AI, and technology.\nHelp redesign processes to reduce manual effort and improve engineer productivity.\nDrive adoption of tools, processes, and workflows that improve service delivery.\nUse operational data and metrics to identify trends, challenges, and improvement opportunities.\nPromote a culture of continuous improvement throughout the organization.\nLeadership and Collaboration\nServe as a key member of the Managed Services Leadership Team.\nWork closely with the Director of Infrastructure Operations to provide a unified Managed Services operating model.\nPartner with the Manager of Managed Services Platforms & Automation to ensure tools and processes support business objectives.\nDevelop strong relationships with technical teams, customers, sales teams, and practice leaders.\nBuild and mentor managers and future leaders within the Service Desk organization.\nLead organizational change while maintaining strong employee engagement and customer focus.\nSuccess Metrics\nSuccess in this role will be measured by the ability to build a scalable, high-performing Managed Services operation.\nKey measures include:\nImproved customer satisfaction and service experience.\nStrong service level agreement performance.\nImproved ticket resolution times and first-contact resolution.\nConsistent endpoint management and patch compliance.\nSuccessful implementation of 24/7 support capabilities.\nImproved operational efficiency through automation and process improvements.\nIncreased customer retention and expansion opportunities.\nAbility to scale Managed Services growth without proportional increases in staffing.\nStrong employee engagement and development within the Service Desk organization.\nExperience and Qualifications\n7+ years of experience in IT service delivery, managed services, service desk operations, or similar environments.\nLeadership experience managing service desk, endpoint, workplace technology, or IT operations teams.\nExperience leading teams across multiple locations.\nStrong understanding of Managed Services business models and customer expectations.\nExperience with endpoint management, patching, monitoring, ticketing, and IT operations processes.\nExperience working with PSA, RMM, documentation, and service management platforms.\nExperience with tools such as ConnectWise, Intune, Automox, NinjaOne, Auvik, LogicMonitor, or similar technologies preferred.\nExperience building or supporting 24/7 operations is strongly preferred.\nAbility to understand statements of work, service offerings, and operational requirements.\nStrong communication skills with the ability to work with both technical and business stakeholders.\nProven ability to improve processes, develop teams, and drive operational change.\nCompensation\nSalary range starting at $150,000/yr.","description_format":"text","description_chars":7959,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-10-03T09:15:10Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.846,"p_room":0.75,"age_days":20,"expected_fill_days":23,"reasons":["conf:3","velocity","win:late"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/tusker-director-managed-services-end-user-operations","json_url":"https://alion.io/job/tusker-director-managed-services-end-user-operations.json","meta":{"generated_at":"2026-10-23T11:48:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per 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