Director - Managed Services End User Operations

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.

We 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.

The 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.

The 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.

The 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.

Key Responsibilities Service Desk Leadership and Delivery

● Lead the Managed Services Service Desk organization, including managers, engineers, and support resources across multiple locations. ● Build and maintain a high-performing service organization focused on customer satisfaction, responsiveness, quality, and operational excellence. ● Establish clear expectations around service delivery, ticket ownership, communication, escalation, and customer experience. ● Develop and maintain operating processes that improve consistency and scalability across the organization. ● Ensure the team delivers against contractual commitments, service level agreements, and customer expectations. ● Partner with Service Operations and Managed Services leadership to continuously improve customer satisfaction metrics and service outcomes.