Director, Technology Services

About the role

The Director, Technology Services leads the team responsible for enabling advisors and firms across the Kestra platform ecosystem by executing core setup, provisioning, and stabilization activities during onboarding, and throughout the advisor lifecycle. This role operates as a service function including initial request intake, case assignment, and ensuring advisors are properly enabled on required platforms.

Responsibilities

• Lead the Technology Services team responsible for advisor and firm setup, configuration, and stabilization across supported platforms.
• Own team adherence to SLAs by enforcing execution discipline, monitoring aging cases and dependencies, and intervening quickly to prevent service degradation.
• Execute and oversee activities during advisor onboarding with Kestra transition department, and ongoing business-as-usual support for advisors and firms.
• Serve as the escalation point for complex enablement issues requiring advanced analysis, coordination, or advisor communication.
• Ensure accurate diagnosis and qualification of issues prior to submission to platform, product, IAM, or vendor teams.
• Own service execution discipline including SLAs, case aging, documentation standards, and advisor communication quality.
• Partner with Client Service, Advisor Transitions & Onboarding, IAM, Cybersecurity, Product, and technology platform teams to ensure clear ownership and effective handoffs.
• Establish and maintain standards, checklists, and readiness criteria for supported platforms and services.
• Analyze service trends, root causes, and recurring issues to inform process improvements and upstream fixes.
• Develop team capability through coaching, training, documentation, and performance management.
• Prepare and deliver operational reporting on backlog health, SLA trends, resolution timelines, and dependency drivers.
• Support service model evolution following stabilization, including automation, intake improvements, and scalability initiatives.
• Ensure all activities are conducted in accordance with regulatory, compliance, and information security requirements.

Requirements

• Bachelor’s degree required, in areas of technology, computer science, business or finance preferred.
• Minimum of 5–7 years of experience in client service, operations, or technology support roles.
• Experience in financial services and/or wealth management is strongly preferred.
• Strong operational leadership experience in advisor-facing, technology-adjacent service environments.
• High proficiency navigating complex platform ecosystems, integrations, and access models.
• Demonstrated ability to stabilize operations, enforce discipline, and improve service performance.
• Excellent written and verbal communication skills with advisors, leaders, and cross-functional partners.
• Ability to diagnose issues, separate signal from noise, and drive work forward efficiently.
• Experience partnering across IAM, cybersecurity, product, engineering, and vendor teams.
• Comfort working in ambiguity with a bias toward clarity, structure, and execution.
• Strong analytical skills with experience using data to inform decisions and improvements.

Qualifications

• Directly supervises Technology Enablement Analysts and Specialists.
• Responsible for coaching, performance management, workload prioritization, and skill development.

Benefits

Competitive pay and benefits with a large employer (over 1600 employees nationwide)
401(k), health insurance, and a competitive benefits package
Opportunities for training, development, and long-term growth within the firm
Tuition reimbursement for qualified expenses

Pay

Competitive compensation based on experience and qualifications

Schedule

Full-time position