Director IT Support Services Full Time NEW

Location: Hiawatha, IA | On-site with occasional travel to client locations
Type: Full-Time | Department: Managed IT Services

About the Role

We’re hiring a hands-on, people-focused Director of Support Services to lead the daily operations of a growing managed IT services provider. This role oversees the Support Services Team, which includes specialists in end-user support, systems administration, and network services. The ideal candidate will be deeply involved in technician performance, client engagement, and operational excellence—serving as both a technical escalation point and a leader focused on service quality and team growth.

What You’ll Do

• Lead and guide the Support Services Team (end-user, system, and network support).
• Evaluate and manage technician performance, conduct regular 1:1s, and ensure bonus eligibility goals are met.
• Act as a senior escalation point for high-complexity or unresolved support cases.
• Monitor ticket queues and technician workloads to ensure balanced distribution and timely response.
• Maintain and refine SOPs for support workflows and onboarding tasks.
• Assist with new client onboarding to ensure a smooth transition into support services.
• Lead and attend client engagement meetings, addressing open cases, project updates, and client concerns.
• Identify client trends from support activity and escalate key improvement opportunities to strategic teams.
• Ensure team-generated documentation is complete, consistent, and maintained over time.
• Hire and onboard new team members based on growing demand; manage offboarding when necessary.
• Oversee service center scheduling to ensure adequate coverage across holidays, PTO, and on-call rotations.
• Champion process improvement initiatives that reduce reactive support demand and enhance service delivery.
• Work with engineering, compliance, and vCIO teams to resolve issues and support strategic goals.
• Advocate for continued learning and skill development within the team.

What We’re Looking For

• Proven experience managing technical support teams in an MSP or IT services environment.
• Strong background in systems, networks, or user support; must lead across all areas.
• People-first leadership style, with experience in performance reviews and mentoring.
• Excellent communication skills, including client-facing interactions and internal escalation handling.
• Experience with PSA, RMM, and documentation platforms (ServiceDesk Plus, Zabbix, BookStack, etc., a plus).
• Comfortable with metrics-driven decision making and continuous process refinement.
• Ability to juggle multiple responsibilities, prioritize escalations, and maintain composure under pressure.

Why Nullstack

Nullstack is an Iowa-based managed IT services provider helping businesses thrive through technology. We combine expertise, automation, and a human touch to deliver a better support experience. While we’re growing fast, we remain focused on people — our clients, our community, and our team.