Director of Professional Services

About the Role

We are a growing Managed Service Provider (MSP) delivering hardware, software, low voltage installations, and comprehensive IT support to businesses across multiple industries. At 1Above Technology, we’re building the strategic technology partner that growing businesses rely on — delivering custom-tailored IT and support that keeps their operations running so they can focus on what they do best. Our client base spans healthcare, apartment communities, restaurants, law offices, and schools. As we mature our operations across Texas and California, we are creating a brand new Director of Professional Services role to sit within our Service Delivery organization and help connect the full spectrum of client-facing work across our teams.

Service Delivery Coordination & Internal Orchestration

Operate as a key leader within the Service Delivery organization, which spans Helpdesk, Triage, Hardware, Field Services/Sweeps, Service Calls, and Professional Services — ensuring work is consistently routed to the right team, escalated through the right channels, and completed without gaps. Own the coordination layer between Professional Services and the other Service Delivery functions, establishing clear handoff procedures, escalation paths, and communication standards across all teams. Lead regular cross-functional sync meetings to maintain visibility into workload distribution, resource availability, and active project milestones across both Texas and California offices. Partner closely with the Director of Project Management and Customer Success Manager to maintain a unified, end-to-end view of client health and delivery performance.

Define the Scope, Structure, and Operating Model for the Professional Services Team

Define the scope, structure, and operating model for the Professional Services team from the ground up, in collaboration with the VP of Operations. Establish the processes, playbooks, and documentation standards that govern how Professional Services receives, executes, and hands off work within the broader Service Delivery organization. Build and refine intake and triage workflows that ensure incoming work — whether from Helpdesk escalations, new project requests, or service calls — is properly classified, assigned, and tracked through to completion. Define clear ownership boundaries between Professional Services and adjacent teams (Field Services, Hardware, Service Calls) so work is never left in ambiguity. Create visibility mechanisms — dashboards, status reports, and escalation paths — that give leadership a clear picture of delivery health across the full Service Delivery organization. Identify tooling needs and optimize use of existing platforms including Zoho Desk to support routing, tracking, and cross-functional reporting.

SLA & Delivery Quality

Share accountability with Project Management and Service Delivery for on-time project completion and SLA adherence across the client portfolio. Monitor delivery performance across active engagements and flag risks early, coordinating with the appropriate team leads to course-correct before SLAs are missed. Contribute to root cause analysis when SLAs are not met, identifying whether breakdowns occurred in coordination, resourcing, or process — and driving corrective action. Support the development and refinement of SLA frameworks and escalation procedures in partnership with PM and operations leadership.

Team Leadership & Development

Directly manage a team of 1–2 Professional Services professionals, providing day-to-day coaching, clear role definition, and growth opportunities. Establish team norms, communication standards, and accountability structures that enable the team to operate effectively across both Texas and California. Model a collaborative, solutions-oriented approach to cross-functional problem solving. Support future team growth as the Professional Services function matures and expands.

Reporting & Continuous Improvement

Provide regular reporting to the VP of Operations on cross-functional delivery performance, coordination bottlenecks, and team capacity. Continuously evaluate the effectiveness of Professional Services workflows and lead iterative improvements based on data and team feedback. Maintain documentation of processes, decisions, and lessons learned to build institutional knowledge as the function scales. Occasionally travel between Texas and California offices as needed to maintain team alignment and support key operational initiatives.

Qualifications

• 5+ years of experience in professional services, operations, or service delivery — preferably within an MSP, IT services, or technology solutions organization.
• Demonstrated experience working within or coordinating across multi-function service delivery organizations, including teams such as Helpdesk, Triage, Field Operations, and Technical Support.
• Demonstrated experience operating at the intersection of multiple departments, with a track record of improving cross-functional coordination, work routing, and handoff processes.
• Strong process-building skills with the ability to create structure, documentation, and workflows in environments where they do not yet exist.
• Experience directly managing a team, with the ability to lead, develop, and hold people accountable.
• Solid understanding of IT service delivery concepts including project lifecycles, SLA management, and resource coordination.
• Excellent communication and facilitation skills, with the ability to align stakeholders across departments and levels of seniority.
• Proficiency with service management or ticketing platforms; experience with Zoho Desk or similar tools a plus.
• Ability to occasionally travel between Texas and California offices as needed.

Paid Time Off and Company Holidays

Comprehensive benefits package including medical, dental, and vision coverage. 401(k) with company match after one year of employment. Paid time off and company holidays.

Professional Development Support

Professional development support including certifications and training.

Company Culture

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.